Kohen Jva
map-marker El Paso, Texas

Ghetto

I have been going to these gyms for years now. I started at Roca northeast which was the best by far, miss those days. So now I go to both northeast and westside EP locations and they are not the same. They cut cleaning staff and the place is a mess. When the cleaning staff are not on duty, NOBODY GOES TO CHECK ON BATHROOM, TOILET PAPER NOR SOAP DISPENSERS. The soap dispensers at both locations are either non existent or don't have any soap at all. THE MANAGER AT THE NORTHEAST location is RUDE and looks at you like your bothering her. She's GOTZ TO GO. STEP UP EP FITNESS!
View full review
Reason of review:
Bad quality
Erika V Gqn
map-marker El Paso, Texas

Negative

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
This place could be much more successful with better management choices. The managers and employees responsible don’t take the time to make it a great facility and mare poor business decisons. I suggest to the owner or upper management to train these individuals better and their business will surely prosper. When dealing with issues managers should have certain skills to investigate, document and impose discipline FAIRLY. Don’t shoot yourself on the foot EP for baing to lazy to deal with issues!!!!
View full review
Eunice P Vkm
map-marker El Paso, Texas

Poor management

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Have been a member for several years and I’m ready not only to cancel my membership but to ensure friends and family members do as well, managements lack of proffesionalism and willingness to fix issues is unbelievable, the way we are treated as costumers by management at the lee Trevino location is demeaning and humiliating I do not recommend this gym to anyone
View full review
Anonymous
map-marker Hoboken, New Jersey

Prepare to Fight to Cancel Your Membership

EP Fitness will do everything in their power to prevent you from cancelling your membership. I recently moved to Phoenix and forgot to cancel my membership. On one of my trips back to El Paso, I stopped by an EP Fitness and inquired about cancelling. I was told that I needed to speak to a manager to cancel and it was late Sunday afternoon so I was not able to locate one. Upon returning to Phoenix, I reviewed the cancellation policy on their website. They state that you can either cancel at an EP Fitness location or by certified mail but it takes 30 days. I was returning to El Paso in two weeks so I decided to just wait.

When I tried to cancel during my next visit, I was not able to find a manager at any eastside location, but luckily there was a manager named Iliana at the Resler location. I spoke to her over the phone and told her my intention to drive over there to cancel. She agreed. When I arrive, I tell Iliana and two other employees there that I need to cancel. Iliana tells me "they" left for a family emergency. I have no idea who "they" are if I had been told I had to cancel with a manager and she is a manager. She has one of the other employees give me a yellow cancellation slip and tells me to mail it in by certified mail. I ask if I can't just cancel there with her and she says it has to be by certified mail. The EP Fitness clearly states that one can cancel at an EP Fitness location OR by certified mail. This brings up several questions about my experience trying to cancel:

1. Why was I not offered the yellow slip by any of the employees at the eastside EP Fitness locations?

2. Why didn't Iliana tell me over the phone that she couldn't cancel it for me? I drove 50 minutes to and from, then I had to drive 6.5 hours back to Phoenix later that day.

3. Who is "they"? If Iliana is a manager and she can't cancel my membership at an EP Fitness location, then who can?

I just want to warn others to plan ahead when cancelling their EP Fitness membership. When it comes to cancelling, these people are no better than those telemarketer scammers that try to steal your money. They will withhold info, mislead, and blatantly lie in order to prevent or delay your cancellation.

View full review
Carlos S Zei
map-marker El Paso, Texas

Unfriendly Staff

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Last night I went to the paragon location for an early afternoon workout, when I got there I remember that Monday night football was on,so I went to the counter and gently ask the clerk that if she can put the game in one of the cardio-room TV screens, without even looking at me the girl just says no,and then she proceed to instruct me in the steps I had to follow in order to accomplish such feat,,,I was just asking if she can switch to a different channel in one of the monitors!!!, is that too much to ask? Now I Am seriously thinking in canceling my membership and going to planet fitness, Heard that gym has much better customer service... Shrug

View full review
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Membership Issue unresolved

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I paid my renewal membership Over the phone last year and I kept getting calls to renew my membership once I went to the gym they told me they never received my payment. I went to the corporate office and I couldn’t believe what happened next -they don’t take walk ins and they turn me away . They told me customer service is only by phone or email . The reason I had to go to corporate is because they did not email me back or return my calls.

I emailed them my bank statements showing the payment that was withdrawn saying Ep-Roca withdraw payment and sent it to them and guess what THATS NOT good enough . I had my bank type up a letter and that’s not good enough either they can’t find my payment in their outdated system I guess.

EP fitness/ROCA took my money and did not active my membership.

I have to put this review to let people know that you will not be treated with any type of customer service from corporate . They will not use common sense that a bank statement is good enough to show proof of payment . they need to admit someone made some kind of error up there and re- new my membership .

I’m furious I feel they took my money . I paid for a membership and they never activated my account . Please be warned if you have a problem . It’s sad to read all of the reviews of how horrible this company is . My issue it unresolved .

View full review
LD V
map-marker El Paso, Texas

Bad Business Practices

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I was a member of EP Fitness for almost 10years. I paid in cash for the whole year and had discounted rate for each of those years. This year I was out of the country and attempted to return and pay (as always) by one year membership in full. They told me the costs had changed (not a problem I understand those reasons) but 100 bucks? Plus they told me since I didn't renew in time they couldn't honor it. I told them I was loyal had been there 10 years and had been out of the country. They wouldn't work with me at all. I also really dislike the large about of high school kids that treat the facility like a social club. they just sit and occupy the machines while visiting or playing with there phones. Ive asked management why employees dont 'patrol' the premises and discourage the behavior. I have no problem telling people to get off the machine but I see many women and older people intimidated. Employees seem to not care......
View full review
Loss:
$100
Pros:
  • Convenience and cleanliness
Cons:
  • Lack of employee control and increase in cost
Reason of review:
Poor customer service

Preferred solution: allow me to renew my 10 year membership w/ reasonable increase

Jalene Aku
map-marker El Paso, Texas

No one spoke with me

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I need tobsoeak to someone so i can get the best membership possible. But no one answers my calls
View full review
Anonymous

Fraudulent Charges

I have not had a membership for a few years and all of a sudden I got four charges in a row. I called to ask what the charges were for and they said that it was for declined card and I told them I was not even living in El Paso anymore nor did I ever sign up with them again. I had to go through a cancellation process that was complete lies where I sent a letter to their corporate and they some how lost it the first time. They then proceeded to tell me that they do not allow you to do it through the mail and I had to go to El Paso to cancel. I go and yet to this day they tell me that I have fees of "180.00" which is total crap. They are the worst scammers and I can't believe that this company is still run. I've even had them open ghost accounts under my name to get their member quotas up. Ridiculous this company needs to be shut down completely.
View full review
Reason of review:
Problems with payment
Anonymous
map-marker El Paso, Texas

HORRIBLE SCAM

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I had this gym CALL ME AFTER 5 YEARS and had the GUTS to scare me me into pretty much signing up again.They had the unethical practice and guts! to call me and make some remarks like "you sure you canceled your contract" i don't even know how they got my phone number and harassing me for this nonsense.There is also a REASON I LEFT THIS SCAM.I remember it like it was yesterday the desk girl who are ALL COACHED BY THE WAY AND HIGHLY SHADY pressured me into signing a big contract she looked at me with a grim and knew what she was doing and i could never catch on to what they where doing but i just signed the contract and canceling it after demands.All you people out there stay away!

View full review
Reason of review:
Return, Exchange or Cancellation Policy
Anonymous
map-marker El Paso, Texas

Left pissed!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
The customer service sucked for me! My husband has been going a couple of months. He had a card that allowed him to bring one person to try the gym free of charge for one day. Which most gyms do anyway. He finally convinced me to go work out with him. I got there and they wouldn't let me in because I didn't have ID. I didn't drive hence no purse or ID. They were rude about it and sent me away! I wanted to tell them where to go! Lost a customer here!
View full review
Reason of review:
Poor customer service
Vladislav Rih
map-marker El Paso, Texas

Membership renewal

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I have had the same membership for the past four years this year when he came to renew my membership I was contacted and solicited by several different employees they stated that I could renwew over the phone and I would get the same membership and price. Guaranteed.

I went ahead and provided my information and renewed my membership. The first day I got back to the gym after renewing I was told they cannot use that Gym and can only use one gym on lee Trevino and no others. This was disappointing because I had always had a membership to use any of the gyms for one set price. I spoke to several different employees and managers and they were not able to do anything they said sorry this is your new contract.

I advise them that this is not what I agreed to and this was false advertisement I misleading because when I renewed I was never advised of these changes. And had pre paid so could not do anything about canceling the membership.

View full review
Reason of review:
Bad quality
Anonymous
map-marker El Paso, Texas

Unauthorized charge to cancelled account

Membership was up on October 2017. Called to cancel on September 2017 and was given a corporate email and instructed to send an email as my cancellation notice along with full name and ID number.

Was never told to go physically to a gym and sign anything. Come November 2017, I have been charged the monthly charge. Emailed to dispute the charge (included the original cancellation email) and am being told that they do not handle cancellations by phone or email......and that they never received my cancellation email (even though they are responding from that very same email). This is a piece of *** corporation full of thieves.

Id like to gather up people who have been deceived and had unauthorized charges as well, im sure im just one of many. Companies like this need a class action lawsuit.

View full review
Loss:
$53
Pros:
  • Child care
Cons:
  • Dirty restrooms
  • Difficult termination policies
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous
map-marker El Paso, Texas

No customer service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
If you need to speak to corporate the employees at montwood will tell you to Google the number. Worst customer service ever. The employees believe they are the owners and they can treat people with no respect. The supervisor Justin and Leeha should look for a new job.
View full review
Reason of review:
Poor customer service
Anonymous

Facilities for cross training lack air conditioning

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Air conditioning in the Coss training area at the Lee Trevino location needs to be taken care off. There is no air and the it is hard to workout with no air
View full review
Reason of review:
Not as described/ advertised