Complaints

This profile includes complaints for Genesis Health Clubs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Genesis Health Clubs

  6100 E Central Ave STE 3 Wichita, KS 67208-4237

• 

  Genesis Health Clubs

  1830 S 9th St Salina, KS 67401-5633

• 

  Genesis Health Clubs

  3725 W 13th St N Wichita, KS 67203-4499

• 

  Genesis Health Clubs

  1007 Commercial St Emporia, KS 66801-2918

• 

  Miramont South

  901 Oakridge Dr Fort Collins, CO 80525-6224

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:05/26/2025

  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.

  Date: 5/19/25: my complaint is to express my deep dissatisfaction with the way Genesis company has handled a recent issue. To be clear, at no point did I request private HR information about my trainer. My concern has always been the grossly unprofessional and contradictory communication I received from your staff.
  
  The Genesis training manager left me a voicemail stating that my trainer was no longer employed with Genesis—while he was actively training my DIL at Genesis. That alone reflects a serious breakdown in internal communication and a breach of trust.
  
  When I followed up, I was told that my trainer “did not meet Genesis’ training standards.” Not only is this statement highly inappropriate and contradictory to their own policy of protecting employee privacy, but it also raises serious ethical and legal concerns.
  
  Even worse, their communication was so disjointed that I was the one who ended up informing my trainer that he was no longer employed—based solely on the message-their team left me.
  
  To make matters worse, while they did cancel my membership effective immediately,Genesis refused to refund the training sessions I had already prepaid specifically to work with my trainer. This is unethical and further shows a disregard for Genesis clients’ trust and financial investment.
  
  I cannot in good conscience continue supporting a company that not only condones but enables the adverse actions of Genesis training manager—both against my trainer and against me. When I spoke with him directly, he was not only dismissive, but also arrogant and rude. This is not the behavior of a professional leader, nor is it representative of a company that claims to value its clients.
  
  This experience highlights a systemic failure in communication, accountability, and customer respect. I strongly urge you to reflect on how such practices are damaging your reputation and opening you up to liability. Clients deserve better, and so do the employees who represent your brand.

  Business Response

  Date: 05/27/2025

  We appreciate the customer's comments and apologize for any confusion about refunding her training payments. Our regional manager reached out to her on May 22nd. His response to this complaint follows.

  As
  was told to *** ***** when we spoke with her, we will not be speaking about the
  HR situation revolving around her trainer. There are obviously two side to this
  situation and we will not be sharing the confidential issues behind it. 
  While we do apologize for the inconvenience and frustration, we have offered to
  help her find a new trainer to help with her goals.  However, per the
  policies of Genesis as outlined by her trainer, we do not issue refunds.

  Again, we thank the customer for her feedback and wish her all the best.

  Customer Answer

  Date: 05/28/2025

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

  I am formally rejecting the response provided regarding Complaint #********, as it completely fails to address the core issue I raised.
  
  
  Let me be clear: this is not about employment decisions or internal policies. This is about the gross mishandling of a sensitive situation by your training manager, and the unethical, unprofessional behavior that followed.
  
  
  Your training manager contacted me — a client — before notifying the employee in question that he was being terminated. At the exact time I received the voicemail, my trainer was still actively working on-site, conducting a session with my daughter-in-law. This alone is a serious breach of professional conduct.
  
  
  As a result, I, a paying client, was the one to inform your employee that he had been let go — something that should never, under any circumstances, happen. This put me in an extremely uncomfortable and inappropriate position that no member should ever be placed in.
  
  
  When I confronted your training manager to express my concern, his behavior was not only dismissive and arrogant, but completely lacking in accountability or basic respect. His conduct compounded the original issue, and his attitude during the conversation was unacceptable by any professional standard.
  
  
  Your response to my complaint did not address this serious breach in ethics and protocol. The issue is not “two sides to a story” — it is a matter of fundamental professionalism, privacy, and respect.
  
  
  Continuing my membership would imply I condone these actions and support a company that tolerates such behavior from its leadership. I do not — and I will not.
  
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 06/03/2025

  While we appreciate the customer's feedback, we must reiterate that this is an HR issue and we cannot discuss it further. We offered her a new trainer and when she declined, we waived her 30-day notice and cancelled the membership without further dues payments.

   

• Initial Complaint

  Date:05/23/2025

  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 signed myself and my son up for a gym membership in August 2024. After having a poor experience with my personal trainer, I decided the gym wasn’t for me and texted the manager on September 1st, 2025 stating I would like to cancel. We talked about what happened and he said he understood, apologized and agreed to cancel my membership, however, I was never told I needed to sign anything for that to happen.
  I just discovered I have been billed every month since August.
  I went to the gym one time.
  I never used the membership because I did not want it and clearly said I wanted to cancel it. I thought it was cancelled so I did nothing further.
  Why would he not let me know via email or text that I needed to sign something instead of leading me to believe it was cancelled?
  He had absolutely no problem corresponding with me before then so I don’t know why he couldn’t relay the cancellation procedure to me. This is massively deceptive.
  I believe I should be refunded the amount I was charged erroneously as I feel like I was purposely misled.

  Business Response

  Date: 05/30/2025

  We appreciate the customer's remarks and have reviewed her account. We apologize for any confusion about her wish to cancel in September. We see the original text she sent us on 9.1 and we reached out to her after receiving the text.

  She was on a 6-month contract at that time so we notified her that there would be a $200 early termination fee with her 30-day notice to cancel, per her signed agreement (attached). She discussed downgrading her membership to a Single from Dual instead of cancelling but never came in to sign the rewritten agreement as requested. 

  We received her request to cancel and refund on 5.1. We set the cancellation for 6.1, but no refund is possible without any prior written evidence of our acceptance of her cancellation in September. If she has that information, we will be happy to revisit her request. 

  Customer Answer

  Date: 06/04/2025

   
  
  Complaint: 2*******
  
  
  
  I am rejecting this response because:
  How is that my problem?!! Your staff member told me I was entitled to a refund!! I have no idea what your protocol is as I do not work there. The was another female staff member present when we were talking about it. Pull your camera footage because the staff member said I should be refunded and another staff member witnessed it. You are the ones who are deceitful and apparently liars when you promise things. I can’t believe this is even a conversation at this point. I hope everyone reading this complaint considers any gym but yours seeing as how you will not make good on your word. You have given me every excuse there is as to why I should not be at least partially refunded for a membership I NEVER USED. This is literally insane.
  

  Business Response

  Date: 06/06/2025

  We forwarded the rejection to our regional manager. He replied:

  ** ******** As we stated, we apologize
  for any miscommunication and we would be happy to help if you have any
  documentation of this offer.  We take steps to ensure these kinds of
  misunderstandings with member don’t take place by ensuring you have access to
  any and all signed documents including your membership agreement that clearly
  outlines cancellation procedures.  We understand your frustration however
  we cannot honor your hope of a refund.

  
  

• Initial Complaint

  Date:04/16/2025

  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 recently cancelled my membership at this gym and they insist on sending me a final bill for $187.89. Here are my issues:
  
  -I downgraded my membership last fall, in September 2024, from a double to a single membership, but the business never reduced its rate and overcharged me between November 2024 and April 2025.
  -My trainer over the last two years left the business in March 2025 (along with four other trainers), and his departure was never communicated to me by the gym. I've spent thousands of dollars on training during that time, and I have about 18 unused sessions.
  
  I've reasonably requested that this business apply any unused training credits and/or overcharges toward any final bill. When they called me to discuss, I explained my position about the overcharges and training credits, and the manager's last comment to me was, "we've held up our end of the bargain." I could not disagree more with the comment. I put a stop order on their bill through my bank. The manager hung up on me, and did not take my call when I called back.
  
  I will retain an attorney if needed, but I want to report these practices.

  Business Response

  Date: 04/28/2025

  We apologize for the delay in responding to this complaint. 

  Our regional team reviewed the customer's comments and his account. As a special courtesy, we have credited off his past due balance for the April dues and late fee after he revoked authorization.

  We thank the customer for being a Genesis member and wish him all the best.

   

• Initial Complaint

  Date:04/02/2025

  Type:Billing 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 gym was constantly filthy and the sauna, steam room, and jacuzzi tubs were constantly out of service. Not only was I paying way to much for the gym membership considering those services were not available eighty percent of the time when I went to cancel in March the manager said that the payment I made in March would be my last payment and if they charged me again to call and they would refund the money. I saw on April first they were trying to charge me another 90 dollars I called and the guy I talked to was rude and told me to go f myself when I told him he didn’t need to be rude. When explaining the situation I said I gave my 30 day notice and paid my last month, the month of March. Upon research of reviews of the business there are several where they have screwed people over and continued to screw people in this way. There is also photo evidence of the disgusting conditions In the gym. Their practices are unethical. As you can see in my contract they threw in a bunch of hidden charges at the last minute and now they are continuing to charge me for services I not only haven’t utilized but will not use. People’s health and finances have been affected negatively by this gym and their business practices.

  Business Response

  Date: 04/03/2025

  We're sorry for the
  maintenance issues the member reports and have already taken steps to do our
  best to fix them.

  Regarding the customer's contract that he attached, we must
  assume he understood what he signed and agreed to before he executed this agreement. 

  
  We attached the customer's signed cancellation request here. The
  document clearly shows that 4.1.25 would be his final dues payment and that he
  would have access to the facility until 5.1. Unfortunately, we will not be able
  to refund the member’s April payment in light of this. We apologize for any
  confusion, but we must stand by all signed agreements and documents.

  
  We thank the customer for his comments and wish him all the
  best.

  
  

  Business Response

  Date: 04/17/2025

  We're sorry for any confusion about the customer's cancellation request (attached). This signed document  clearly details the 30-day notice. He entered his request on 3.4.25, which means that the April 1st payment was his last.

  Regarding the maintenance issues, our club manager states that they are doing their best to resolve any problems as soon as possible. We're sorry the customer felt we were not addressing these quickly enough.

  We are happy to speak with or email with the customer directly if he has further questions. Meanwhile, we wish him all the best.

   

  Customer Answer

  Date: 04/22/2025

  
  
  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:02/23/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 just received papers from a lawyers office saying that my paychecks are going to be garnished for the amount of $2084.28 for a membership dated September 6, 2017. I did not even have a gym membership anywhere at that time. I have looked at my credit report and never have i ever even seen this show up before. I am not going to pay it. I don't know what to do.

• Initial Complaint

  Date:01/08/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Several days after the snow this business did not plow snow . Several club members cars got stuck in the lot . The gym not only did nothing to help. Corporate answered the phone and laughed when I told them. This costed several members time and money to get cars out . I have videos . I want to cancel my membership and get a refund for the month I paid for that I will not use. There were no signs up warning anyone from pulling in the lot

  Customer Answer

  Date: 01/09/2025

  They called and pretended to offer me a solution but it would have costed me the same amount as an early termination fee and threatened me with corporate lawyers they said they are too big for me to fight and bbb cannot do anything for me please help 

• Initial Complaint

  Date:11/14/2024

  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.

  Genesis keeps calling me and emailing me about a balance for service that I've asked repeatedly to terminate. I stop using their services on July 25th and asked the Manager to cancel my contract. They keep invoicing and trying to charge an account that does not exist anymore and they keep adding charges. Now they are threatening to send the bill to collections. Please help stop this company from harassing former members for no reason.

  Business Response

  Date: 11/15/2024

  We understand the customer's complaint. We had numerous communications with him about his cancellation request beginning on 7.24.24. Our team spoke with him on 7.26 and he decided to freeze his membership with the 30-day notice required instead of canceling. The freeze began 9.1 and was set to end 6 months later. 

  On 8.23 the member notified us that he would pay his past due balance online. His account continued to carry a balance, however, and on 9.12.24 he responded to our email stating that he was frozen but had now moved away. We requested a proof of move to waive the 30-day cancellation notice. Email from Kris K. from 9.17 below:

  Dear ******
  I hope this message finds you well.
  I understand you have recently moved, and I'm here to assist with your account concerns.
  As requested, your account is currently on freeze. However, please note that this freeze operates on a 30-day notice period. Given that your request was submitted on July 25th, the dues for August are still applicable.
  To facilitate waiving the 30-day notice period for cancellation, we kindly request that you provide proof of relocation, such as a bill or lease agreement showing your name and new address.
  Additionally, we will ensure that all service charges, totaling $40, are waived.
  Please ensure your account is current to proceed with these adjustments. If you have any questions or need further assistance, feel free to reach out.

   

  The phone number we had for him was incorrect. We continued to email and sent 3 letters without response until 10.29 when our club manager, Dave H., noted the account that he refuses to pay his past due balance. We completed our normal collections process on 10.30.24 and cancelled his membership with no further contact after reviewing for transfer to our collections agency. We did not transfer the account. 

  We're sorry he feels that we erroneously contacted him about his balance. We wish him all the best. 

• Initial Complaint

  Date:11/06/2024

  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.

  My 1-year contract with Genesis Health Club in The Villages, Fl ended Oct 31. However, since signing it one year ago, I forgot that membership cancellation requires that one notify the club 30-days in advance, apparently even if the contract is ending. If not, membership continues month-to-month until the 30-day notice is satisfied. Upon realizing my oversight, I contacted Genesis, both local and corporate offices and asked for a reimbursement for November and that my membership be cancelled. Neither would honor my request. Both gave me a hard sell to come to the club to cancel in person. Also, I will be charged for December since I did not notify them of my desire to cancel the membership before December 1 billing. This is extremely poor customer support for someone who has been a member for one year and faithfully paid dues promptly each month. It is greedy. They have no flexibility in honoring a customer's request to remedy an honest oversight and make the customer pay a two-month penalty for that.

  Business Response

  Date: 11/19/2024

  So sorry for the delay in responding to this complaint.

  All of our
  memberships auto-renew at the end of each term.  We also have a 30 day
  notice at the time of cancellation.  This is clearly depicted and bold on
  the front page of our contracts and in fact each member must initial
  acknowledging these facts at the time of enrollment.  We have the
  agreement signed and initialed by the customer (attached) and have left
  several messages in an attempt to find alternative solutions for her.

  We continue to reach out in hopes of helping her soon.

• Initial Complaint

  Date:10/31/2024

  Type:Billing 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.

  Signed up in August for 6 months. I also signed up for personal training. It took me a while to figure out my schedule in order to fit in and I told the personal trainer this plus we were going on vacation. Well when I got back I looked on the member portal and the personal trainer used by times without me showing. She also never told us about the cancelation / no show policy and during this period I got sick as well but did let her know. I didn't know about the show policy until I went to cancel with the gym. They stated that I would have to go in person with $200 to cancel the gym membership when I called. I will let it go to collections and dispute as I wrote corporate of the situation. They are not very informed consent minded or explaining it at all but rushed to have us sign up. Bad practices for a business. Sun was always in my eyes with the cardio machines when I went, Showers just had a plastic sliding curtain and not very modest with some of the other gym goers not even shutting the curtain when they shower. Sauna area in the women's side only worked once while I went other then that it was out of order.

  Business Response

  Date: 11/05/2024

  We thank the customer for her comments. We're sorry for any confusion about cancelling the membership or our personal training policy.

  We  reached out directly to the customer. She has now provided the $100 early termination fee and her cancellation request has been processed. Her membership has been cancelled with no further charges, but she may use the facility through 11.30.24.

  We apologize for the lack of explanation of the personal training no-show policy. Although we assume all members read any contract before they sign or initial important sections, we should have explained
  that more thoroughly in the beginning as well.
  
  We were unaware of the shower curtain issues in the women’s locker room. Our regional manager had the curtains inspected and asked a few members who did say
  they were a little too “see through.” We addressed the issue immediately and
  have brand new ones to install today. We are sorry the customer felt uncomfortable in the
  locker room area and  wish we had a chance to improve this much sooner. We appreciate her letting us know, however,  so we could address it, as we are sure she isn't the only member who has felt that way.
  
  Looking at the time frame the member joined,  she is 100% correct the steam room
  was down for approximately 30 days from Aug 1st – 30th, as
  we were waiting for new heating elements. We know this can be very frustrating
  as its an amenity that gets utilized a lot by our members and we are hopeful that
  we have addressed the issue and will be able to maintain it in a timely manner
  moving forward.
  
  Again, our apologies about the experience she had with us. We hope that maybe some day in the future she will consider
  giving us another opportunity. Meanwhile, we're happy to address any further concerns directly or through this site.

  
  

  Customer Answer

  Date: 11/05/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is adequate to me. However the lack of refund for unused personal training package of $300 after cancelation was never explained nor was we given time to read any contract with the personal trainer. The meeting with her was rushed to get the package started and nothing was explained. This should be explained by the business before pressuring consumers to sign.
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:10/14/2024

  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.

  As a prior member, they had my credit card on file. With no services rendered they charged my card $228. I have tried repeatedly to resolve it with them. I would like the amount of $228 plus interest since they charged my card on 8/7/2024. Interest is 21.24% APR divided by 365 days per year = 0.05819178082 per day x 228.00 = .132677260274 cents interest per day until paid.
  
  Documentation had been submitted to them via email, plus I met with them in person.
  
  Copied from my credit card (they have more of the snapshot as prior submitted)
  
  08/07 GENESIS HEALTH CLUBS 63 913-6488077 KS 228.00

  Business Response

  Date: 10/28/2024

  We apologize for the delay in responding. Our team located the payment which was incorrectly charged to to customer and we refunded it to the customer's account on 10.22.24.

  We thank the customer for her comments and wish her all the best.

  Customer Answer

  Date: 10/28/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They did not pay the interest.
  
  
  
  Sincerely,
  
  
  ******* **********