TruFit Athletic Clubs - E. Exp 83 — Local services in Mission

I started my membership back in January 2024 at the Ware Rd McAllen Trufit and would go there and to the Palmhurst location and I felt extremely comfortable and loved going to both but when I came across the TruFit on Conway and expressway 83, I decided to make this my home gym. The staff at front desk on Ware Rd were the best of all 3, extremely polite always smiling and greeting me every time I walked in making me feel very welcomed. There’s a very young man in glasses (I don’t know name) in particular that is extremely polite and to me customer service is a must especially when it’s the first person you see when you walk into said place. Palmhurst TruFit: same thing, always got greeted very polite and I felt acknowledged. Mission and expressway 83 gym is clean, has lots of machine accessibility , gym is huge so no overcrowding BUT there’s a particular front desk “greeter” (she’s an older woman has long blonde hair with bangs) who is extremely rude definitely NOT customer service oriented and never greets with a smile. She looks as if she’s miserable and doesn’t want to work there. Recently I had a particular encounter with her as I lost my keys inside the gym. I didn’t notice until after my workout as was in parking lot by my car and realized I didn’t have them. I went through my bag looking for my keys like crazy and they were nowhere to be found. I walk back inside the gym and ask this long blonde hair with bangs older lady if anyone has turned in any keys and she looks at a set of keys that was on the counter, without saying a word so I look at the keys and the ones on counter were not mine. So I proceed to ask her if anyone turned in another set and she seemed annoyed by my question and she just says “no”. I am sure she noticed the panic in my face as I was so nervous and anxious, as I thought I had lost my keys. I just wish she would have shown a little more empathy and have had the courtesy to ask other staff members to assist me in looking for my keys or something. I know I would have done so if I were in her place. I would have asked staff members to be on the lookout or to at least have someone assist me in searching for them but she quickly went onto what she was doing and just ignored me. Luckily I saw another member had found them and I saw when he walked to front desk to try to return them but I approached him politely asked him for my keys. I work in customer service myself and even if I didn’t I know better and if someone would have come up to me facing what I did I would have sought out for someone to assist and not just go about so rudely and not care. Not being careless with my keys anymore and definitely not going back to this gym anymore....

On May 19, 2025 at TruFit Mission Expressway 83 location, I entered a contract with a personal trainer. At the time of the sign-up, I made it explicitly clear that my availability for training sessions was limited to mornings at 5:00 AM. The trainer I spoke to that day was Rick and he assured me he could accommodate my schedule.

On Wednesday, May 21st, I confirmed with Rick that our first training session would take place on Friday, May 23rd at 5:00 AM. I showed up on time for the session, but Rick did not. I contacted him around 9:00 AM, he did not respond till approximately 1:00 PM, at which time he informed me that he would no longer be able to train me due to managerial restrictions.

Later that morning, around 10:00 AM, another trainer reached out to me. However, by that point, I had already decided that I was no longer interested in continuing with the training service due to the poor communication and unprofessional handling of this situation. I didn't even know who this other trainer was. I had never spoken to him or anything.

I proceeded to call the gym and I spoke to the manager who mentioned I needed to speak to Luis, the manager for the trainers. Luis, informed me that he was unable to take any actions regarding my contract. Unfortunately, this has been a recurring theme, it seems that no one at Tru Fit is in position to resolve customer concerns, which is disappointing, especially given that I have been a loyal gym member for several years.

Luis explained that he could not do anything, because I had signed a contract with Tru Fit and not with a particular trainer. I understand this, but again, how can I be paired up with someone I have never even spoken to? Therefore, the principle remains: I held up my end of the agreement, showed up for the scheduled session, and received no service in return. I should not be penalized for this failure in communication and professionalism on Tru Fit's part.

Luis said I needed to send an email to get help. I sent the email on May 24th and never received a reply. After a couple of days with no response, I took maters into my own hands so that no payment would be made to Tru Fit. On June 10th, I received an email that my account is past due. I called the 800 number and the agent I spoke with gave me this another email address and told me to email them for help. I received a response a few days later stating that they could not help me with this issue and that I needed to go to my gym, but my gym doesn’t want to help.

Additionally, the gym needed a lot of cleaning. The men’s showers and locker room are were...

This place has been my go to gym for over 6 months now. I used to go to the one on Stewart but It was too far so I got a transfer. Unfortunately I did not know my transfer was filed wrong. Well tonight I go in for my usual session and the front desk associate Anna told me I was flagged. And I told her oh I didn’t know why. She said it’s not my home gym but I told her I transferred already. Well she let me through because she didn’t know much info. I do my workout (it’s 9pm when I came in) and I’m finishing up and it’s 9:55 and she told us all to get out it’s 10pm so they are closed. Now I didn’t mind that she was closing 5 minutes earlier as I can imagine she has closing processes to do. But then out of no where she came up to me and told me that I’m flagged because it’s my 2nd transfer and I have to pay $20 to go there. Firstly I was still getting myself together as I was kinda tired and secondly I had no idea what she meant. After she repeated herself I told her what I’ve never been to another gym. And she told me that I transferred from Stewart to Conway and now to 83. But this isn’t true. I told her I’ve never even been to the Conway one. She said that what the paperwork says and the OM SYLVIA is requesting me to pay $20 before I return. Well I told her that this can’t be possible since I never transferred anywhere else and that my first time would be a courtesy. (Keep in mind she closed us out early and people are just walking by but she has the time to tell me all this info) she continued to tell me I was wrong and I have to pay. Instead of stating let me leave a note for Sylvia and she can call you back to explain more she just kept insisting that I better pay and I won’t be allowed to return. She gave so much attitude and my gym mates were just there in awe as she kept treating me with such disrespect. When I told her that I was going to come back on Monday she told me “not without paying you’re not” which was so rude I told her that I was going to leave a review and she said she didn’t care that she was calling the OM Silvia. I am very upset with this associate Ana and am hoping Sylvia can resolve this as I really do...