Complaints

This profile includes complaints for GreatLife Golf and Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GreatLife Golf and Fitness

  913 SE 29th St Topeka, KS 66605-1371

  
• 

  GreatLife Golf and Fitness

  6506 Cherokee Ln Ozawkie, KS 66070-4124

  
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  GreatLife Golf and Fitness

  8533 SW 21st St Topeka, KS 66615-9266

  
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  GreatLife Golf and Fitness

  3720 SW 45th St Topeka, KS 66610-9400

  
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  GreatLife Golf and Fitness

  8023 K4 Hwy Meriden, KS 66512-9052

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled membership back in March of 2025 and a couple more times after that. Called and they said they have no records of me cancelling. Company does not send confirmation emails. They now said I did not cancel before the April 14th deadline and want me to pay for a whole year’s worth of dues. I have stopped payment and I know that I submitted before the deadline.

  

  Business Response

  Date: 06/27/2025

  Member claims to have submitted a cancellation request using the online fillable form on our GreatLIFE Springfield website in March 2025. When our online form is successfully submitted, a screen pops up thanking them for the form and informing them that the submission was successful, and the completed form is sent directly to our membership services department for processing. In light of this member's complaint regarding not receiving a confirmation email, we are now looking into also sending a copy of the completed form to the member who submits it rather than just relying on the confirmation screen. We have no record of any forms from this member - and in fact, we went as far as to contact all other GreatLIFE groups across the United States to be sure the form wasn't submitted to the wrong one, AND our IT/website management staff reviewed to the website form looking for any glitches or issues - they found that the form has been fully functional, therefore no missed forms.

  I'm not sure where this member came up with the April 14th date, as we would need notice on file for anyone not renewing by Feb. 28th of that year. Our contracts run April 1-March 31, and renew automatically every April 1 unless written notice (can be online form, email, letter, or we have paper forms available at all of our staffed locations). If a member does not like the fact that the online form does not currently send confirmation to their email at submission, they could visit a location to fill out a paper form in person, send an email, or send certified mail. Additionally, when we process online cancellation requests, we always send a confirmation email informing the member that it has been received and processed, and notifying them of the date the membership will expire.

  Also worth noting, while a member cancelling past the cutoff date (Feb. 28th) is responsible for the dues through March of the following year, they do retain their access as usual and can continue to use the membership!

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to cancel for now, money problems that unexpected things came up.My money comes out on the 15th and I will not have it
  Thank you!

  

  Business Response

  Date: 03/05/2025

  Please see attached membership contract. To cancel a membership, we simply need written notice on file by Feb. 28th of that year (effective March 31st). We have an online fillable form on our website here:  *********************************** or members can visit any of our staffed locations to fill one out in person. Despite being past the cutoff in this case, if we can get a cancellation request submitted by 3/15/2025, we'll expire the account 3/31/2025. Our payments are for current calendar month dues, so the final payment that we will attempt to deduct on 3/15/2025 will still need to be paid.

• Initial Complaint

  Date:01/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the western hills location to change my card on file. The employee who did this was new and messed it up they put my card information on an account that shared my same last name but not my account. So that account was charging a little over 52 dollars a month for three months on my card. While I was being charged for my fitness account as well. I tried to have them fix this at the western hills and Berkshire location and it took three months to get it canceled. I requested a refund on 12/16/24 and they said they would refund the full 156 dollars but I have yet to see a dime.

  

  Business Response

  Date: 01/20/2025

  This member contacted GreatLIFE on 12/17/2024 and brought to our attention that he had been double-charged for 3 months of membership dues, totaling $157.44. Membership staff promptly submitted a request to our Accounting Department to issue a reimbursement check asap. That check was promptly issued, but returned, as the address on file had changed or was incorrect. The day we received the check back in the mail as undeliverable (1/9/2025), our staff contacted Joe, obtained the corrected address and mailed a new check that same day (1/9/2025). I followed up with the member on 1/17/2025, and he said he received it the day prior, 1/16/2025. The member has officially been reimbursed, which should close out this complaint. Thank you!

• Initial Complaint

  Date:06/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the GreatPlay Topeka location (approx. January 28th) to attend a party and I requested to try out a subscription for a month or two. The employee said okay and gave me a form. They told me that the form was "Just to charge my card". No mention of a 12 month contract, so I took the employee's word as it was only to authorize the payment that I was about to give them for the month listed on the form. The contract lists on the first page that the contract runs through March 31st 20__. The year is left blank, so I presume it means the current year, since that is just a couple months after the signature date like we discussed. I decide in March that the location is not a good fit. There was mildew in the locker room that you can see and smell. They just had a fan blowing on the standing water on the floor? Broken machines with signs dated in February... I'm told they are still broken and it is almost July... I went to a location to request cancellation and no form was given to me, then said to call or go online. I call the office several times to request closure and no one ever called me back. After two weeks or more of not getting a reaponse, I request closure on their website on April 15th. I received a cancelation notification on April 16th stating my contract will end March 31st of 2025. I emailed back and called at least 6 times over several weeks. **** at GreatLife Corporate office never responded to me until I reported the recurring charges to my bank. He called me today June 27th to tell me that I should have read my contract and it doesn't matter that the employee told me that it was just permission to charge my card and not a 12 month contract! They lie to you, then blame you for trusting their word in order to take your money! I will not pay for services to a company that lies to customers about paperwork for access to a filthy building that could put your health at risk. Make right by your mistakes before no one trusts your brand anymore.

  Customer Answer

  Date: 07/08/2024

  To clarify my complaint with GreatLife Golf and Fitness (GreatPlay Topeka)... I do not want a refund of what I have already paid. I just want my contract cancelled as of May/June. My last payment was made May 16th 2024 for $74.99.
  It is unacceptable for an employee to tell you that a contract is something other than what it is to trick you into signing it, then the corporate tell you that you should have read the contract. Of course I read the document, my mistake was making assumptions based on what the employee of the facility told me that turned out to not be true. If they aren't tricking people on purpose in order to rope them into a year of payments (fraud), then they should take accountability for the actions of their staff.

  Also, my contract states that there are termination forms provided at the facilities, as termination requests must be made in writing by February 28th. I went to TWO different locations in North Topeka and neither would give me a cancellation form. The employees told me that "They don't do cancellation forms here" and that I have to call the corporate office or go to their website. I would have been able to provide written notice to cancel my contract timely, if GreatLife would have held up their end of this contract in the first place.

  Not to mention that I would not have signed the forms in the first place if they employee would not have told me it was only a form to charge my card, and not an annual contract.  

  

  Business Response

  Date: 07/12/2024

  When a member signs up, it is their responsibility to read and understand the contract, and the policies and procedures therein. That said, staff may have caused some confusion by not being clear in their responses. Clearly this member was attempting to cancel their membership in time, so we are happy to offer to end this membership as of 5/31/2024 (The member revoked payment of the June membership dues, so no refund will need to be issued). The membership account in question has been expired effective 5/31/2024 and no further charges will withdraw. 

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The air conditioning has quit working as of Sunday July 9 and the temperature went from 72 (normal setting) on July 8 to 76 July 9, 78 July 10, and this morning July 11 it is 80. Staff seems not to be concerned at all. This affects the large and small workout areas. There are many very old people who utilize this facility and I am concerned somebody will have a medical event due to the heat. I have contacte GL corporate and they NEVER answer the phone and must leave voicemails and they have not returned my calls on this situation. There are a number of GL facilities in Topeka and this one is at 13th. and Vanburen with **** on top and GL on the bottom. Thanks.

  

  Business Response

  Date: 07/21/2023

  The air conditioner at our GreatLIFE Central location was not functioning at capacity, and unfortunately this coincided with several days of very hot weather! The air conditioner has been repaired as of last week, and the temperature as of this afternoon was 71 degrees. In the future, please report questions or concerns using either our QR codes (available at all locations), by emailing us [email protected] or by calling our corporate office directly 785-233-2868.

  Customer Answer

  Date: 07/22/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** ******

  Customer Answer

  Date: 07/22/2023

  In response to the company saying should call the corporate number. I did that a number of times with no response and left voicemails each time requesting a return call. Also reached out on social media to a couple individuals associated with the company message them no response. Their customer service is horrible! A number of other members at the gym have said the same thing I am telling you. But yes, they finally did get the issue resolved and I’m thankful but I did not like the response like they did not know about it. Thank you

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings
  
  This complaint is filed for a membership cancellation request on behalf of myself. I am currently residing in Topeka, KS and am a member of GreatLife Golf and Fitness in the Kansas area. I have been a member since July 7, 2018. Have had zero issues, complaints regarding the company.
  
  I am originally from Indianapolis and my father was forced into retirement due to his health (mini stroke in October 2021). My recent trip home on Memorial weekend, came to the sudden realization I have to move back home to take care of him until he is ready to be in a Assisted Living Communality.
  
  I asked for my work relocation request on June 6th and was approved on June 7th. My next step was to transfer / cancel all utilities and local memberships prior to the move. Greatlife has been the only snag in that transition. Attached are snapshots of what I provided the Greatlife staff and they further expressed that cancellations only are processed by end of February.
  
  I understand this for all those that continually live in Kansas. This doesn't help in my circumstance, those moving 8 hours away and having no access to any of it's facilities (or sister locations) and still charging me $48.52 ($388.16 combined total until the contract expires). I find this to be a lack of empathy of the company and a money grab based on a terms of a contract.
  
  I would have no problem if they had a facility in Indianapolis to use, but since there isn't a location anywhere near Indiana - what can they provide me to sustain a $48.52 per month charge?
  
  Looking for assistance to cancel my membership and to make a deal with GreatLife fitness to understand that this isn't monetary choice but a life event change and I am not in anyway able to utilize the membership due to sudden relocation.
  
  Final document - ****** "processed" a cancellation request without me signing anything during our discussion. We went from contract binding to contracts no longer needing a signature.
  
  Please assist.

• Initial Complaint

  Date:06/09/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son, through x-rays and blood work, has recently been diagnosed with histoplasmosis (typically caused by exposure to bat poop, chicken poop, or bird poop and the spores in the poop). This diagnosis is rare enough that the blood work had to be done at the **** ******. My son how has lesions on his lung and spleen. The mere moving of the infection from his lung to his spleen shows the seriousness of this infectious disease. After his diagnosis, he informed us that the gym that he often attends 5 days a week (Great Life Western Hills) has had an issue with birds and bird poop inside the building this spring. We now know from other patrons and employees (including the WH manager) that this is/was the case. It is unacceptable to put gym patrons at risk of medical issues as the result of not maintaining a sanitary environment. Our son has already been harmed, but I'm sure others have been harmed as well. On 6/1 I left a message with the manager of GLWH. I called again on 6/2. At that point, I also left a message with the central office. On 6/3 I spoke with the WH manager (who confirmed with bird issue and noted they were still deciding what to do) who directed me to contact **** ****** ** **********. I left messages for him on 6/3, 6/4, and 6/7. I have received no response. We have also been in contact with the **** and **** as this is an infectious disease issue, and cleaning the visible bird poop is not enough to make it safe for patrons. I have two requests (1) That the business take seriously the issue and get help from the **** to make their patrons safe, and (2) Despite there being months left on his gym membership, that the membership be canceled effective immediately. My son's health, our peace of mind as parents, and the actual money we are paying for x-rays, blood work, and future fall-out from this is more of a price than we should have to pay.

  

  Business Response

  Date: 07/17/2023

  We are aware of the situation with the birds at our Western Hills location. We have tried multiple solutions, from sealing all gaps/cracks in the entire building to bird spikes and owl decoys, etc. We have even received reports from members of them swooping through the door as they enter the facility. It seems that they initially found their way in and nested and now won't abandon the area because of this, but we will continue to work diligently to eradicate the birds from the facility. 

  Customer Answer

  Date: 07/18/2023

  In mid-June, we received information from the ******* ****** Health Department that they inspected the location and found the unsafe environment we described.  It also said Great Life had until June 30th to comply with the necessary protocols or face legal action.  We have not been told by the health department if Great Life fixed the issue in a satisfactory manner.  We assume **** will follow-up as needed.  We received an email yesterday from Great Life saying our child's membership would be canceled on July 31st.  If this is true, we view the issue between our family and GL as resolved.  If it is not true, we will resubmit a complaint.  However, our child sees an infectious disease expert this week for his histoplasmosis, so this health issue caused by the unsanitary conditions at Great Life continues. Thank you.

  Customer Answer

  Date: 07/18/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ******* ******

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the instalación by 13 st i think is central the water out side around the swiming pool is turning green all over around and the men steam room control is broken could cause electric shock to somebody try to turning on off the maintenance is poor

  

  Business Response

  Date: 07/11/2023

  Thank you ****, our technicians have checked on the men's steam sauna control and did not find any electrical issues. The area around the pool is powerwashed periodically by our staff to prevent buidup of algae. Going forward, you can report any issues to the front counter staff, use the QR code for comments/concerns, email **************************** or give us a call at our corporate office number, ************.

• Initial Complaint

  Date:11/08/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my grandkids in to the ********* and talked to the lady at the front desk, stating I wanted a membership for me and my grandkids. I explained that I live with them ********************************************************************************************. I filled out paperwork and explained that it said children living with you. She said yes that is okay since you live with them during the week. I also explained that my son might bring them when i am out of town. She told me to go ahead and put him on there too. I figured he would have to pay since he is over age and that would have been fine but when he took them to the gym he was charged and so were my grandkids. I immediately called and the girl said well they put you down as a couple membership and I cant do anything about it. So I called and emailed for weeks no response and now today I get a call wanting a new accout to bill. I told them I cancelled the membership because it was for my grandkids and they were charged and told they could not use the membership. He then tells me I signed a contract and it did not matter what his employee told me that I should have read the contract. I told him to cancel immediately I was not paying another dime. I told me he could not cancel that I would have to write a letter and would still be charged until the contract ends. We have not been back and owe nothing just want contracted disputed, cancelled rejected whaterver it takes. *********************************************
  

  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/10) */
  The contract is quite clear regarding who can be included - it states that our family membership can include spouse as recognized by state law and your children up to the age of ** that still live at home or attend school full time. Unfortunately this member must not have read the contract before signing. The very first automatic payment (10/15) declined. On 11/7 I received a request to call the member (she refused to provide new/accurate payment info) and I explained our contract, policies, who can be included, etc. in detail. The member responded angrily that we lied to her (obviously it would never benefit us to lie to get her signed up and then deal with all of this aftermath - had she just read the contract we wouldn't be in this situation!), that she refused to pay regardless of being in a legal and binding contract, and eventually hung up on me. I have closed out this members membership account with us and voided her contract, the balance owed written off and future billing stopped. In this case it just isn't worth the time and effort to pursue collecting the dues we are owed.
  
  
  Consumer Response /* (2000, 7, 2022/11/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I can read!! But his employee told me that since I lived with the grandkids all week, that we could buy a membership together. He needs to train his employees and answer the phone and emails promptly.
  Thank You!!