TruFit Athletic Clubs — Local services in El Paso

THE WORST EXPERIENCE!!!!!!! If I could NO stars would be given!!!!!!!!! I tried this gym because of the hype , but if I could go back I would have NEVER registered here!!!! I registered for training which I was told meal plans would be included, the trainer I received was not even qualified to give meal plans which I was okay as long as I could receive them from some other trainer, at this point I’m 1 week in from when I got my membership. Spoke to Tony Training Manager, stated he would personally take care of it and provide me with the meal plans, I then asked if that would be an issue then to just cancel it. He then said he would verify and get back to me , this was in March. No call back was given no nothing!!! Attempted to reach out to him multiple times at the gym, but all I was told , to leave my name and number and he would get back to me since he was “busy”. Unfortunately nothing was resolved but they were quick to keep drafting my account for $85 on a service I was not receiving every 2 weeks. I was done waiting and blocked the payment on my back account. Did not heard from them for almost 1-2 months when the drafting started again. Called the gym again and I was told of a new manager Josh, which said he would take it up to his district manager and would get an answer in 24-48hrs that was July 12. Again that didn’t happen, I messaged him and said he was still waiting on a response on July 18. I messaged him again July 25 and I was left on read. No courtesy call back no nothing. Now my account has been drafted for $510!!!!!!! Spoke to Lauren today July 29 and wasn’t able to resolve anything for me. I was told she would let Josh know Monday morning and see what they could do. I asked for a phone number and name I could call since nothing was resolved and denied information, said they could not give them out. I DO NOT RECOMMEND THIS GYM, THEY WILL NOT GET BACK YOU IF ITS NOT TO THEIR BENEFIT!!!!! BUILD A MORE POWERFUL YOU?????...

The reason for my review is to warn future customers. The gym is good, the trainers that helped me were so knowledgeable and sweet ( Jason and Ari), the classes were cool too, overall good gym, as any business it has areas of opportunity. The main area is definitely management. I had signed up for personal training for 2 (30 minute) sessions a week for $280 a month and I was on a 6-month contract. Unfortunately due to personal matters, I was unable to attend the last 3 months and was very much looking forward to cancel my PT membership. I canceled in accordance to the contract which requires you to send a letter to corporate. They gym manager Destiny, later contacted me saying that I didn’t have to do that, that I could just have gone in to cancel in person. It was a couple of emails and phone calls to understand the cancellation process. I called to make sure that everything was canceled because I didn’t want to continue paying for a service I wasn’t using. I was charged still after my cancellation, I communicated this to Destiny. She asked for proof which I sent, and told me she was going to work on my issue. It’s been a week, there hasn’t been any follow up, call, email, nothing. i have been the one calling her for updates constantly. No sense of urgency to solve my issue, just unhelpful and dismissive responses. I emailed Greg, the district manager, no response either. Also, there’s no phone number for corporate either. It’s been really difficult to get the attention of anyone who seems genuinely concerned about resolving issues, except for Jason but there’s only so much he can do. I had to go through my bank to request a stop payment because I still have no answers and I just wanted the issue resolved. I honestly would recommend trying a local gym before considering enrolling here if you’re looking to get a personalized training plan. I hate having to be a Karen and complain but I just wanted to warn others and share...

See Latest Update:

Will be contacting the BBB. This gym has continued to charge me for my gym membership for over 1 year! 14 months ago, we spoke with an employee with our request to cancel membership. He made record of the request, wrote our names down on a clipboard, and said we were canceled. And should be expecting a phone call in a week or two (the call never came). By that point, we presumed we were canceled and everything was squared away. This couldn’t be further from the truth. Over the past 14 months, this gym has continued to charge my bank account via direct withdrawal (to include BOTH annual fees and monthly charges) despite my continued outreach to the general manager, operations, and various levels of leadership. The only way to contact leadership is through an online fillable form on their website. Using the above, I have reached out to management to correct these errors. Over the last 8-10 months I reached out 3 different times outlining the situation, with zero response from anyone. I will be contacting my bank now to make this situation right. The management has made not a single effort to resolve this situation, and has blatantly ignored every request of mine to resolve this. We are no longer in town and cannot visit the gym to speak in person either. This is a very frustrating situation. Allow this to serve as a window into the integrity of the organization. I will be contacting the Better Business Bureau as well. To anyone considering a local gym- proceed with caution!

Update: 11/28/23

The assistant manager and operations manager have reached out to reconcile the situation. My membership is cancelled and funds will soon be returned in full. I am impressed with their quick response and integrity with...