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Business Profile

Health Club

Genesis Health Clubs

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

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

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Genesis Health Clubs has 59 locations, listed below.

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    Customer Complaints Summary

    • 147 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/11/2024

      Type:Order Issues
      Status:
      Answered
      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 family signed a lifetime contract nearly 15 years ago. This summer, my mom tried to pay for our whole bill, but they said mine wasn’t due yet. Turns out it was, and they’ve since voided my account and increased my rate by an additional $35 a month. I was never notified that my contract was due, and they even admitted that they sent the notification letter to the wrong address. They also stated that I would’ve only had 3 days to renew my contract. The higher ups refuse to return my calls, stating that the VP of Sales “doesn’t talk to customers”, but they won’t let the regional managers restore my account. We’ve had a membership for 15 years.

      Business Response

      Date: 10/15/2024

      We appreciate the customer's request to reinstate her original pricing. We apologize for any confusion about our renewal policy.

      Our regional team has responded:

      The customer had an agreement with 24hr fitness which we
      continued to honor after we purchased that club. The most recent renewal notice was sent to address on file but the member didn’t
      update address with us when she moved and the letter was returned.

      Each member is aware of when their annual payment is due. It is their responsibility to make sure they renew within the 3-day window if they wish to continue with  their 24-Hour Fitness rate.  After that window closes they are not eligible for
      renewal at their former rate.

      When we spoke to the customer over a month after her membership expired we offered her a highly discounted membership
      based off our current rates, but she declined. We're happy to answer any further questions she may have. 

    • Initial Complaint

      Date:09/09/2024

      Type:Order Issues
      Status:
      Unanswered
      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 had a gym membership that required a 30-day notice to Cancel. I went to the gym on 7/29/2024 and requested a cancelation I was told to fill out a form and when I questioned the desk attendant (******** ) she stated that it was the correct form even though it did not state cancelation on it. I trusted being the customer (who am I to question the company ). I still was changed on 9/1/24 and received zero emails with my receipt as I always have received since I joined on 2/28.2022. I called and no one returned my call even though I left a detailed message for ****** in the billing dept. I called again and she reported to me that I filled out a change of address not and notcancel form, When I said that was what I was given she stated that there "is just one form", but I didn't write cancel on the bottom. Again as a customer how would I know that? If I was supposed to when they checked the form to make sure I had my account on the form why didn't they request that from me then? Then checked and said, "you are good". Well, now they are telling me that I am not canceled. They will not let me speak to anyone higher in the cooperation and I will quote ******* the facility manager, "No one will call you back!" "You filled out the wrong form. We won't charge you again." Suddenly I don't need a form going forward. No one can call me back and explain how I was wrong and they were right? This company needs to be stopped from blaming customers for a bad policy. One form for both change of address and cancel with nowhere to state the difference????? Please help

    • Initial Complaint

      Date:08/27/2024

      Type:Facilities Issues
      Status:
      Answered
      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 cancelled my gym membership and they informed me that I needed to cancel at least 30 days in advance to avoid paying an extra month.

      When I signed up for the membership I was told I could cancel anytime.

      The biggest issue here lies in the difference between this membership, and just about any other membership space. For example, when you cancel a streaming service, you get the rest of the month that you paid for, but not charged for any renewals in the next 30 days.

      This seems to be an unethical business practice that Genesis is engaging in to grab an extra months payment from unsuspecting customers.

      Business Response

      Date: 08/28/2024

      We understand the customer's feelings on the subject of the 30-day notice requirement for cancelling his membership. Our club manager spoke to him yesterday about it but we're sorry he still felt his complaint was unresolved.

      The member's initialed and signed contract plus his signed cancellation request are attached. We have to assume he understood what he was signing. We believe he will find that most fitness facility memberships adhere to the 30-day notice as a matter of policy.

      Although we cannot waive the September dues payment, we appreciate his comments and wish him all the best.

      Business Response

      Date: 08/29/2024

      We have revised our response after further review of the customer's account.

      All our agreements have a 30 days cancellations
      notice.  This is clearly denoted in bold letters on the front page of
      our membership agreements AND require the members initials acknowledging the 30
      days notice. 

      However, in our desire to provide *** ******* the best experience possible, we will waive his last monthly payment.

    • Initial Complaint

      Date:07/31/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Same issue as hundreds of others here. Tried to cancel over the phone, had to come into the club multiple days to finally get in contact with the "manager". Filled out a form to cancel and turned it in. A few months later, and they're asking for the accumulated balance with "no record" of cancelling.

      Business Response

      Date: 08/15/2024

      We're sorry for the delay in responding to this complaint. 

      We reached out to the customer and have resolved by removing his past due balance and cancelling his membership. We wish him all the best.

    • Initial Complaint

      Date:07/28/2024

      Type:Billing Issues
      Status:
      Answered
      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 membership ID: ******
      I signed up Platinum membership for myself and the family to play tennis without additional charge at ****. That’s what I was promised and the agreement states so. As I try to book an indoor court, the club wants to charge us a fee. This is a scam. I would like all my membership fees to be refunded from Day 1, I have not been able to take advantage of Platinum membership at all for the intent I had signed up for. I am very disappointed with your system that is not transparent to the customers.

      Business Response

      Date: 08/10/2024

      We apologize for the delay in responding to this complaint. Our regional manager spoke directly to the customer about her feedback. We have offered her 3 free 1-hour court reservations and have put her in touch with the club tennis director. 

      The customer seems satisfied with the outcome. We're happy to continue helping her either through this site or personally at the club.

    • Initial Complaint

      Date:07/26/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      We recently visited Genesis Gym and were excited about joining. However, our experience with the gym's daycare was unacceptable. On July 24, during our sign-up process, our one-year-old son, *****, was left crying and unattended in a dark room. The daycare staff showed no effort to comfort him or contact us, despite knowing we were just finishing our registration. Instead, our older son,who is 2.5 years old, tried to comfort his brother while the staff did nothing.

      We arrived at Genesis Gym at 6:12 PM and picked up our children at 7:36 PM. My wife had to remind ***** that the daycare closed at 7:30 PM, as ***** did not mention it and my wife felt something was wrong. We had informed ***** and the daycare staff multiple times that we do not let anyone watch our kids and were very nervous about leaving them. ***** "checked" on the kids twice during our tour, and during the second check around 7:30 PM, she mentioned she could barely hear because a child was crying. We believe this child was *****.

      Additionally, we were not asked to sign any necessary forms or provide our contact information. This lack of basic procedure and documentation is concerning. The entire reason we considered joining the gym was for the childcare service, which would provide my wife a much-needed break during the day. This incident has left us deeply disturbed and disappointed. We cannot trust a facility that neglects the well-being of children in their care. We hope that the gym management takes this feedback seriously and implements necessary changes to prevent such occurrences in the future.

    • Initial Complaint

      Date:07/21/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      7/21/2024 Genesis Health Club—Sprague will not stop calling my phone number after repeated requests. This has been going on for years. Two years ago, I reported them for violating the do-not-call list. I have never been a member or signed up to be a member, nor do I desire to be. I am not sure how they got my number, but they will not stop. I shouldn't have to continue to request this company to quit calling my cell.

      Business Response

      Date: 08/03/2024

      We apologize for the delay in responding to this complaint. We have removed the customer's phone number from our list so he will not be contacted again. If this does happen, please let us know immediately and we'll look further into the issue.

    • Initial Complaint

      Date:07/15/2024

      Type:Billing Issues
      Status:
      Answered
      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 bought a six month membership to Genesis Health Club in Lawrence, KS. The circumstances of the transaction were fraudulent. I did not care for the health club or the management and when asked to continue my membership I said, no. By phone and in person. My membership ended in March 2024, I continued to be charged on my account for three months. I have called to complain. I have been told that they would take care of refunding me my money. No funds have been returned to me. I now have the money owed in addition to overdraft fees.

      Business Response

      Date: 08/08/2024

      We apologize for the delay in responding to the complaint. We have no record of a request to cancel the membership as of April 1st and no further requests to cancel until she became very agitated with us at the beginning of June. We cancelled the membership as of 7.1.24 without requiring the usual 30-day notice.

      As a special courtesy, on August 2 we refunded the June and July dues payments for this member. Without proof of cancellation request before this time we are unable to refund previous dues payments.

      Customer Answer

      Date: 08/09/2024



      Complaint: ********



      I am rejecting this response because: I requested my cancellation with the regional manager **** ******, himself. He is not being honest. I was also called by the local manager about continuing my membership. I said no! They then called my partner who also said no! They did not refund my full payment. I will not stop pursuing my fees until I receive the amount of my full reimbursement. 



      Sincerely,



      ****** ********

      Business Response

      Date: 08/20/2024


      We're sorry for the delay in responding to this rebuttal. Our regional team once again reviewed the member's account and replied that she did not request her cancellation from the club manager personally. She
      requested it over the phone with the North Lawrence club. With her 30 day notice, she was only owed 2 months of membership dues, which she was refunded. 

    • Initial Complaint

      Date:07/06/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Good morning, I have been trying to cancel my gym membership at Genesis health club since the end of February 2023. All of the documentation is provided attached in this complaint & you’ll see emails from me going to the management, as well as multiple responses from their portal online proving that since the end of February 2023, I’ve been trying to cancel this membership, this company has repeatedly continued to take out monthly payments from my checking account with the acknowledgment that I have tried to cancel this membership. They stated that I needed to come into a local gym in May 2024 but I had already been into the gym several times since the end of February 2023 trying to speak to a manager, but I was told they were short staffed & that they didn’t have anyone that could help me so I left my number three different times to no avail. You’ll notice in the visual voicemail & the audio voicemail from the manager at the Independence Mo., location admits he knew I was trying to cancel my membership back in February & admits it. All of the documentation is attached, if anything else is needed please feel free to reach out, I have reported them to the local news investigation team, after I saw all of the other complaints online with the Better Business Bureau for this company, it’s the same MO I I ultimately had to put a stop payment through my checking account which cost me an additional $36 so that they couldn’t charge me again in June. They continued to charge me $52.99 a month for the month of March, April, & May. And you’ll see the documentation shows proof that since March 2023 I have sent them a minimum of one notification each month as I noticed that they charged me and told them this was canceled. Why are they still charging me and they continue to do it month after month.
      Thank you for your time

      Business Response

      Date: 07/11/2024

      We have been trying to work with this customer for some time.

      Our
      manager, ******, tried to contact her multiple times beginning in March after she reached out to us about not having any plastic key tags at the club. On 3.26 she emailed us with a request to enter her 30-day notice to cancel. ****** wrote that he left her a voicemail and texted her to attempt to help her with her account and let her know she would need to stop into the club to sign her cancellation request. 

      On May 3rd she emailed us again, requesting to cancel. Our team replied on 5.13 to remind her she needed to stop into a Genesis club in order to sign her cancellation request. On May 14th ****** emailed her and said he would accept an email cancellation as a special courtesy if she could return a signed request on a copy of her agreement. She did so, but dated the cancel request March 1st. Our regional manager, *******, tried to call her but her voice mail had an autoreply that stated ******** will have a very limited ability to respond to cell phone calls, texts, or emails through 5/1/2025.

      We waived the 30 day notice provided for in her agreement in a good will effort and canceled the membership as of 6.1.24. She requested refunds for April and May. Our regional manager was able to reach her and told her that we would not be able to refund prior dues payments since the cancellation was not duly executed until mid-May.

      We have reviewed all her attachments and stand by our original response.  Unfortunately, we will not be able to issue a refund on this account.

      Business Response

      Date: 08/01/2024

      We thank the customer for reaching out
      and sharing her  concerns. We genuinely regret the frustration and
      inconvenience she's experienced regarding her membership cancellation.

      We take such matters very
      seriously and strive to ensure our communication is both accurate and
      transparent. I understand from her message and the documentation provided that
      there seems to be a discrepancy between our records and her experience, particularly
      concerning the voicemail and our attempts to reach her.

      If she would like to
      address this issue in person or over the phone, please let us know. Her feedback is valuable, and we are committed to improving our services based on her experience.

      Thank you for bringing this
      to our attention. We look forward to resolving this matter. 

      Customer Answer

      Date: 08/02/2024



      Complaint: ********



      I am rejecting this response because:

      Good afternoon,
      I would like to note the last response from Genesis stated that there was a discrepancy with what their corporate office has stated & what their management at the store level had stated to the BBB in regards to them not being able to respond to me " due to my voicemail not being set up" this was a blatant lie and had I not sent all the documentation in to the BBB they would have continued to lie.
      I'd like it known for the record that I submitted the voicemail transcript to the
      BBB proving that not only was my voicemail set up and their manager left a voicemail acknowledging that he knew I was trying to cancel my membership.
      I've attached all of the documentation and I have proven that they have lied repeatedly, & refused to cancel my membership for 3 months they then continued to charge me for those 3 additional months, & it took me having to place a stop payment on my account, which cost me an additional $36 to keep them from taking any more money from me.
      Their final comment states they would like me to reach out to them, my comment back is l've reached out to them repeatedly for months, which is all proven in the documents I provided.

      I've explained exactly what I wanted and that is my money refunded back for the months that they continued to charge me although Genesis knew I had canceled this membership multiple times, this has taken an unbelievable amount of time & energy.
      I'd like to note that you've done this to other people according to the Better Business Bureau website & that's unacceptable.
      This can be fixed simply by you refunding me my three months worth of membership charges that you continued to take from my account regardless of me continuously contacting for months.
      I've proven that not only did I cancel my membership and can prove it, but l've also proven that your management and corporate office has lied stating that they tried to contact me, but my voicemail was not set up yet.
      There's a voicemail from your manager, discussing the fact that he knew I wanted to cancel my membership (proven)..
      I've documented as well as proven that your management, and corporate office has lied.
      It's in black-and-white and on a recording.
      You need to simply refund the membership that you continued to charge me for months after knowing I cancelled it.

      You need to simply refund the membership that you continued to charge me for months after knowing I cancelled it.
      You have all of my information, and until you do so this will stand a formal complaint against your company. the amount is $52.31 X's 3 (refund the $156.93) you owe me and that's minus the $36.00 additional dollars I had to pay to keep you out of my account.
      The fact that you have written how important I am to you as a past member is clearly your attempt to continue gas light a consumer.
      I have taken it to the next level to report you on an investigation network news channel.
      To the Better Business Bureau thank you so very much for stepping in to hold companies like these accountable we appreciate you.



      Sincerely,



      ******** ******

    • Initial Complaint

      Date:06/04/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      We have attempted to cancel our family membership with Genesis Health Clubs since February. We were first told that one of us had to come in to request cancellation in person at a club. When ***** ******* did this she was told that the "Primary" person on the account had to come into the club in person. When **** ******* went into the club, she was told that it could be done online. When we attempted to cancel online we were told that we needed to pay the back balance. Once we paid the balance due we were told that the account would be cancelled as of June 1st. We have now received ANOTHER bill from the company. We have had MULTIPLE email conversations, phone conversations and in-person conversations to cancel this membership. We had previously been happy with Genesis Health Clubs and might have re-enrolled at a later date when time allowed but this experience has completely changed that viewpoint. At this point, we feel that Genesis is nothing more than a criminal organization taking us hostage to steal more money from us. We do NOT want to have to pay any additional money to this company.

      Business Response

      Date: 06/05/2024

      We're sorry for the confusion about cancelling this membership and we appreciate the customer's feedback.
      We have removed the remaining balance on her account as a special courtesy. We will not contact her anymore about this membership and wish her all the best.

      Customer Answer

      Date: 06/05/2024

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 2******** and find that this resolution is satisfactory to me.




      Sincerely,



      ***** *** **** *******

    Genesis Health Clubs is NOT a BBB Accredited Business.

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