Kayla Thornhill-Robinson

By far the worse customer service i have ever received. New to El Paso with no family or friends, my husband and i sought out to find a gym home. After discussing our needs for childcare with an Ep representative ,we decided that Ep fitness was our gym of choice because child care was a must. After two weeks of attending Ep Fitness, i was stopped while dropping my child off. The representative stated," you have to pay for child care", and i responded it's included in my membership. She then replied " who signed you up", my response was, YOU!! She then proceeds to say, we never discussed child care. I was absolutely dumbfounded, this was my first issue! Secondly, after about two month we received calls from Ep Fitness, stating" they missed some of the paperwork when signing us up and needed us to stop by the desk to complete the missing paperwork or our membership would be canceled". So my husband who goes to the gym at 4am every morning, completed the missing paperwork. The employees seem to be completely incompetent, but it doesn't stop there. Today December 11, 2017 , i was reviewing my account and noticed 2 additional charges from Ep Fitness; so i called to inquire about the charges. The Women who answered the phone explained one charge was for the annual fee and the other was a return fee. I explained to the representative that i was never made aware of an annual fee, if i had been the money would have been available. We have Never had an issue with our payment, so would there be an issue now? I then explained that we never received a copy of the contract, her response was, " your more than welcome to come in and speak to the manager and hung up on me". I am at a complete loss of words for the piss poor customer service offered at this gym. Ep Fitness needs to hire more qualified people or provide better training!!!