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

  845 Tara Plz Papillion, NE 68046-2043

• 

  Genesis Health Clubs

  7777 Cass St Omaha, NE 68114-3625

• 

  Genesis Health Clubs

  14651 Sprague St Omaha, NE 68116-1425

• 

  Genesis Health Clubs

  2110 S 67th St Omaha, NE 68106-2889

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:04/29/2024

  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.

  I (******* ***********l at the time) obtained a membership with Genesis in 2014/2015. I became hurt requiring surgery offsite and could no longer work out per doctors note (given to gym). Management said if I found someone to take over membership then I would no longer owe any money. I found someone who took over the contract (***** ****) and was released. I am now 9 years later being contacted by lawyers ********** *** *********) via mail to pay $1,916.14 or threatening court appearance This gym has numerous complaints online with similar issues. I'm hopeful you all can help stop the disorganization and threatening of previous customers who had been released of contracts. Thank you.

  Business Response

  Date: 06/05/2024

  We're sorry for the delay in responding to this complaint. Our regional team looked carefully at the original membership and at the one which was noted as the transfer. 

  We saw that the original membership was sent to collections in 2013 and the transfer was begun in 2015. Unfortunately, we cannot request the account back from collections since the amount in 2013 is still owed.

  We thank the member for her comments. If she has further questions, she may email us directly or continue to use this site.

• Initial Complaint

  Date:04/27/2024

  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.

  On February 13, 2024, I spoke with an employee at Genesis Health Club, Leavenworth, KS. During the conversation I asked the representative to cancel my membership. He informed me that I was still required to pay for the month, a 30 day cancellation notice is required and I said, “That’s fine”, but he did say that he canceled my membership.
  
  On April 16, 2024, approximately 62 days later, I checked my bank account and I was still being charged for a membership.
  
  Requested actions: refund of any fees charged past my 30 day requirement from February 13, 2024, of $172.98.
  
  Membership number: *******

  Business Response

  Date: 04/30/2024

  We apologize for any confusion about the customer's account.

  We reviewed her membership and found no notes or emails about a February cancellation request. In light of this, we cannot refund any payments made after that time. If the customer has any correspondence from us regarding this request we'll be happy to revisit her complaint.

  Meanwhile, we have set her membership to cancel before any further payments are drafted and we wish her all the best.

   

  Customer Answer

  Date: 04/30/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have attached the call log from the day that I called Genesis in Leavenworth, Kansas. I don’t remember who I spoke with, but I do know that it was a male employee and I had asked for my membership to be canceled that day. The employee responded saying that my membership would be cancelled, but that I would still be charged for the month of February because Genesis requires a 30 day cancellation notice. I said that was ok and thanked him for the cancellation. I did not receive any confirmation of the cancellation, but I am positive that I canceled on that day of February 13, 2024. If Genesis can pull up their call logs and check for my phone number, they will see that I did indeed call. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:04/24/2024

  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.

  Back in March I requested my membership be frozen. I requested 2 months as I was going to flight school. The product could not be used in North Carolina Nor in Washington DC. I have attempted to reach out to the business several times and they have yet to effectively communicate with me. I have been told the Regional manager has a busy schedule and that he will call at his convenience. I have sent emails to corporate and to no resolve. I just want my 82.61 returned and + 1 month due to black mold. I’m being told they are busy opening new gyms. The Vivion location has huge pot holes that caused a flat tire on my beetle and the building smells of mold. I should be asking for all of my money back since I was unable to use the facility due to the terrible conditions but as you can see they have failed to communicate. I have not used this amenity and would actually like to have 2 months instead of 1 since the mold has messed with my breathing and failure to freeze my membership.

  Business Response

  Date: 04/26/2024

  We
  appreciate the customers comments and have reviewed her account with our
  regional team. We're sorry for any confusion about her responsibilities under
  the agreement she signed (attached).
  

  Per
  the club manager's contemporaneous notes on the account, the customer called to
  ask for a 1-month membership freeze on 3.13. As a special courtesy, we waived
  the 30-day notice required to reduce her dues payment to $10 plus tax in time
  for the 3.15 dues draft. During the call she said she may need another month. The manager let her know
  we would need to hear back from her by the very beginning of April in order to
  extend her freeze for April. 
  She
  called on April 15th, after her April dues were drafted, requesting a refund.
  The club manager explained that a refund was not possible since she had not
  extended her freeze. She called again on April 15th twice to request the refund
  through our member services rep and through our regional manager. We apologize that she was unable to reach
  the regional manager.

  
  We
  are sorry the customer has not used the facility recently and her feedback
  about the parking lot is appreciated. We have also investigated her comments
  about black mold in the facility and have not found any growths. Per her
  agreement, we are unable to refund any dues but have noted her comments.

  
  Her
  final dues payment was April 15th and her membership will be cancelled as of
  May 14th. We thank her for being a Genesis member and wish her all the best.

  Customer Answer

  Date: 05/02/2024

  Hello,

  As I have stated in my previous complaint the business has health issues within the establishment. I have not used the service due to these circumstances and also I was away and asked for the account to be frozen. The business has reached out to me and I have requested to speak with the supervisor of the Regional Director as I do not feel comfortable with the treatment I have received. They have offered the recording now that I have contacted you. I am willing to listen in on the call but would rather be assisted by someone who has not treated me as a problem rather than a paying consumer.

  Please help me to resolve this matter and all those who are breathing in mold. The environment is not conducive for business. 
  

  I should be refunded. They should be closed to fix their issues.

  Thank you

• Initial Complaint

  Date:04/11/2024

  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.

  My wife and I joined our local Genesis last year (I believe in October?) but it wasn't worth it for us. We cancelled our membership on March 7th, 2024. I paid $213.17 to pay off our last month and an extra $100 cancellation fee. This is on top of paying $111.32 on March 2nd as regular dues. Then on April 2nd, Genesis automatically charged our bank account $111.32. I first noticed that as a pending charge on April 1st. I called Genesis right away two different times and the issue was not resolved but I was hopeful that the charge would be cancelled before it went through. It was not. On April 2nd the charge posted out of pending and $111.32 was charged. I called Genesis back 3 times on the second and spoke to ******** the office manager. She was unable to help me but told me she would send a refund request to the home office. I have not heard back despite calling them 2 times on 4/1, 3 times on 4/2, then 9 times on 4/8. I was told that the request had been submitted and to call ****** back on Wednesday. On Wednesday 4/10 I called Genesis twice and asked ****** to include me on email correspondence with Genesis home office. I have not received an email and am tired of calling Genesis so I'm filing a complaint to try and get my refund. Thank you.

  Customer Answer

  Date: 04/23/2024

  I just got off the phone with Genesis, they said the refund request went in on the 18th and that it can take up to 30 days. They told me for sure that I would get the refund, but I still wanted to document it because of course I did. I also clarified that I wouldn't get charged at the beginning of May as well but I will still watch my bank account closely.

  Thanks

• Initial Complaint

  Date:04/08/2024

  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.

  This company was specifically instructed to removes my credit card information from an account that they had on file, in December23/Jaunary24, this request was made in writing to a Mr. Morris Jones @ the business's Hickman Rd/Mill Civic location in Iowa. In February my account was charged again. On March 11, 2024, I paid in full any outstanding balance due to the company & canceled my membership. I was charged again, March 29th, 2024!

  Business Response

  Date: 04/22/2024

  We appreciate the customer's comments and apologize for the delay in responding. Our regional team has tried to speak with her over the phone and left several messages with no return call.

  We understand that since the customer wrote this complaint we have worked with her on her children's account. We have now corrected the billing information on their account and are helping her with payments for the balance from last year. One of her children is still using the membership regularly. We're so sorry for the confusion about updating billing on their accounts when she updated her own and hope she will email us directly or through this site if we can answer further questions.

• Initial Complaint

  Date:03/20/2024

  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.

  The contract the associate that showed me the contract told me I would not be paying a fee for signing up and would only be paying the 48 dollars for the gym membership. Instead the total came to 98 dollars for a single month as a member. I have filed for a refund within the 3 day limit currently nearly 3 weeks have passed and no refund has been issued. I am concerned because I called and an associate mentioned a concerning process for how refunds are processed. Specifically refunds are sent to corporate, they are all accepted en masse and then the owners freeze them to stop from losing money thereby delaying refunds.

  Business Response

  Date: 03/25/2024

  We thank the customer for his comments and are so sorry for the delay in processing his refund.

  The refund was requested immediately upon the cancellation notification. We have now expedited it. The customer should see the joining fees and first month dues payments back in his account very soon. 

  We also apologize for any misunderstanding when speaking to our team members. We try to provide a positive experience for every member and take it seriously when we fall short. 

  If the customer wishes to contact us directly through our email, we'll be happy to answer any further questions he may have. We wish him all the best.

  Business Response

  Date: 03/27/2024

  Again, our apologies for the delay in refunding the member. We have expedited the refund as best as we can.

  The customer should see those funds back in his account very soon. We will continue to monitor its progress. 

  Customer Answer

  Date: 03/29/2024

   
  
  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:03/20/2024

  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.

  I have attached my statement. Thank you.
  
  Summary:
  I signed up with Genesis (West 13th location ) in November 2023. I was led to believe it was on a month-to-month basis, as I stayed on the flier. I thought I was locking in the lower rate of $56.58/month instead of $82 per month. I tried to cancel over the phone back in December 2023. I was told I would need to come in. Due to my mother's recent medical needs, I was not able to go in until February 16 2024. I was astonished to see that I would have to pay a $100 cancellation fee. They made me feel horrible when I came to cancel. They tried to manipulate me into continuing my membership. I said no and just went ahead and signed the form so I could get out of there.
  
  The process wasn't explained to me well at all. I really feel swindled. Also, the salesman tried to rush me through everything and wanted payment that day. I had left my wallet at home by mistake. So he asked me to pull up my account information online. I was only able to pull up my credit card online. So that's the one he used for automatic withdrawals. He didn't even see it or my driver's license.
  
  They did not follow through on what was stated in the flier. I don't feel I owe them any more than I've already paid. I did notice there was not a December payment on my credit card invoice Therefore, the $100 cancellation fee should cover it. There is major discrepancy in charges. This is a big scam in my opinion.

  Business Response

  Date: 03/22/2024

  We thank the customer for her feedback. We're sorry for any confusion about her membership.

  We have attached the 6-month agreement she initialed and signed and have to assume she understood what she was signing before doing so. We did receive the December 2023 dues after she told our employee to run the payment again on 1.5.24. Per her agreement and cancellation doc, the customer was responsible for three more months which have not been paid.  As a gesture of good will, we have now waived that past due amount and have cancelled the membership in good standing. 

  Again, our apologies for any confusion. We are reaching out to her directly to offer one month at no charge if she decides to return to Genesis in the future. Meanwhile, we wish her all the best.

   

• Initial Complaint

  Date:03/14/2024

  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.

  I am having a billing issue where I have been charged on an account that I requested not to be charged on. I went in and filled out a form to switch to a credit card well before automatic billing would’ve occurred and I was charged anyways on the wrong account. I have called to request assistance and attempted to work with a lady named Jada at the West Wichita location and she has given me the runaround for over two weeks never calls me back and refuses to let me speak to anyone else to help resolve my problem. I am absolutely in the right and all I want to do is have a refund on the account that should not have been withdrawn from.

  Business Response

  Date: 03/15/2024

  We thank the customer for her comments and apologize that we missed changing the payment method back to credit card instead of checking account. 

  We need confirmation from her that she wishes to have us charge the card on file ending in **** with a **** expiration date. Once we have authorization from her to charge that card we will do so and immediately request a refund for the checking account charge. 

  We do want to make sure she understands that in changing from checking account draft to credit card draft the member will lose her $7 monthly discount. Once we have her confirmation we'll take immediate action. Again, we're sorry for the delay and inconvenience. We'll be happy to receive an email directly from the customer or a reply through this site.

  Customer Answer

  Date: 03/25/2024

  ***** was able to get me taken care of and I greatly appreciate her immediate response and assistance. This issue has been resolved and I am very happy and grateful she helped!!

• Initial Complaint

  Date:03/11/2024

  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.

  I have repeatedly gone in to cancel my account and I keep getting money taken out of my bank account. Each time I call to complain, they tell me this will be the last time they will charge me and a other month comes airing and the take my money again.

  Business Response

  Date: 03/12/2024

  We thank the customer for her comments and apologize for any confusion about her membership. Please see attached agreement and cancellation request that were both signed by the customer. We must assume that she understood her responsibility when she signed these documents. 

  As a courtesy, we waived the 30-day notice on the cancellation request. Her final payment was to be 3.1 but we allowed her cancellation for that date instead. Our regional manager spoke with her about her refund request. She now understands that, based on her agreement and notes, there will be no refund. However, we have offered her 2 free months of membership if she decides to come back to us in the future. 

  We are happy to answer any further questions she has and wish her all the best.

• Initial Complaint

  Date:02/27/2024

  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.

  In November, I spoke to two different representatives of Genesis Health Clubs at their Lee’s Summit West location in Lee’s Summit, Missouri regarding the cancellation of my membership. I had no ill will at the time; a friend of mine had opened a gym two blocks away and I wanted to support them. The second person, ******* the manager, informed my that my last charge would be in December. This was fine as it is in their terms. I was charged again in January and reached out to the same location. ******* informed me she would look into it and get back to me. She did not. I reached back out with no return in communication. In February I was charged again. I reached out to the location I originally signed up with; the Ward Parkway location in KCMO. The assistant manager helped me over the phone and advised that his boss would call me back later that day. He didn’t. Nor the next. I reached out again and finally received a called from ***** *****, the regional manager. After a lengthy discussion in which I was able to describe in detail each person I spoke with in person, including the clothes they were wearing and the cancellation process down to the final charge, and after sharing email based communications I had with ******* prior to the February charge, ***** informed me that he would not be issued a refund for the months I was charge for past December because he wasn’t going to just take my word for it. This was, again, after provide detail and context around in person conversations and email communications. I am simply asking for the January and February dues to be refunded. I have not returned to a Genesis location since cancelled because, as mentioned, I cancelled the service IN NOVEMBER. I did not use the service they ere illegally charging me for. I would like the $92.28 I paid over those two months to be refunded.

  Business Response

  Date: 02/28/2024

  We have reviewed the customer's complaint with our regional team. The manager, ******* wrote:

  Member called into my club to cancel and my front desk left me a message. I called him and he did not answer so I left him a voicemail mail saying if he wants to cancel he will have to come into the club to cancel, or go to any GHC closer to him. I said that his last dues payment will be December if he signs his cancel doc by November 30. I noted the account on 11.6.23 after I left the voicemail. He never came in and canceled.

  We have now cancelled his membership with no future payments owed. Unfortunately, we cannot refund him for January and February because we have no written confirmation of a previous cancellation request. If the customer happens to have a signed copy of a November cancellation doc, we will be happy to review the account again. 

  Meanwhile, we're happy to respond to any other questions he may have and we wish him all the best.

  Customer Answer

  Date: 02/28/2024

  I can tell by the tone of the response, this was written by regional manager ***** *****. I never spoke to ***** until this last week. Regarding the manager from the Lee’s Summit West location, he left me a voicemail stating I needed to cancel in person. I went into the club, during before 5pm, and spoke to another teammate who was unable to process a cancellation due to the limitations of his role and advised me that the manager was busy and would call me later. He did. Then advised me he would cancel the account and I would be charged one more time in December. Then I was charged again in January, address the issue with the club. Then charged again in January. This was in November. Whoever wrote this response, again I’m assuming it was *****, is outright lying at this point. I will take further action if they do no rectify this issue and address the integrity of their team. Imagine lying to try to cover your butt over $92.

  Business Response

  Date: 03/04/2024

  We're sorry the customer feels that he has been lied to. Our regional team reviewed the account again and has not found the required signed cancellation notice, nor any documented conversation stating that a manager would go ahead and cancel the membership.

  As a courtesy, we are ending the membership effective 3.15.24 with no further payments. However, we are unable to refund the member for previous payments. We wish the customer all the best.

   

  Customer Answer

  Date: 03/05/2024

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

  Again. The reason you aren’t finding the required documentation is because your club level employees didn’t do their jobs. This is unacceptable and, frankly, pathetic. And I provided more documentation from my conversation with ******* in January so at the very least, the February charge should be refunded. I am absolutely disgusted with your criminal behavior (theft) and your outright lies. I don’t “feel” like I was lied to. I was lied to in reality. In the real world. The world that you think you can just screw with customers in. I promise, this isn’t over. I’m am going to reign hell down on everyone involved.

  
  
  
  Sincerely,
  
  
  
  ****** *********