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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:02/08/2024

      Type:Customer Service 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.
      The business called me a month ago and I cancelled over the phone, now they are saying I didn't cancel and they are going to charge me another months payment on February 15. I finally signed in writing that I wanted to cancel, but this business practice is shady at best, criminal at worst.

      Customer Answer

      Date: 02/15/2024

      They officially just charged me for a service I haven't used and cancelled with someone/exit interview before the middle of January.

    • Initial Complaint

      Date:02/01/2024

      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.
      I was new to location went into the Genesis in Salina, KS a person who identified themself as sales rep sold me a 6-month membership, I gave a check paid in full of agreement this was 6 months only this sales rep was new agreed but said I must give checking account information.
      I should have known but gave it to him. after about 10 months I discovered a full price being charged to my checking account. Contacted manager ***** ****** who agreed to help. Tonight 1/25/2024 got call from Carmen trying to sell me another 6-month membership. When I said not interested, she said the company might contact me reference 2 months owed. This was a retaliation for not signing up again. Totally illegal action I choose not to sign up and don't want to be bothered by this company anymore. I choose not to join this club again due to false information and no support in doing the right thing.

    • Initial Complaint

      Date:01/29/2024

      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.
      Went into a contract with Genesis for a one year membership. In section four of the contract the renewal policy states "At the end of the Initial Term of this agreement, the membership will be automatically extended on a month-to-month basis unless we receive at least 30 days written notice of your cancellation of the membership. My contract was sent to end 9/30/2023 and I delivered a written notice to cancel my membership via mail on 7/29/2023. Genesis continued to withdraw membership fees of $80.46 on 11/1/2023 and 12/1/2023 after the term of the initial contract. I reached out to see if I could get a refund for the $160.92 they withdrew from my bank AFTER the term of my contract. They claimed they never received the notice and could only refund $80.46 and keep the other $80.46 as the 30 day notice. I sent an email requesting a full refund of the $160.92 because I did everything I was supposed to do to cancel my contract. I have not gotten any communication since.

    • Initial Complaint

      Date:01/23/2024

      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.
      For a facility that is supposed to be associated with health and wellness, Genesis has caused me undue stress and despair. I feel that I have been treated dishonestly and taken advantage of for the amount of at least $400 by this location. The trainer that I had signed up to work with left Genesis. I contacted Genesis to ask for my remaining sessions to be refunded as the person I had signed up to work with was no longer with Genesis. Once I was able to access my account , I saw that I had been charged for a session that had been canceled despite being told it was an error and would be fixed. I also saw that instead of using the three free beginning sessions available in my account as promised when I signed up with Genesis, Genesis skipped over those and went straight to paid sessions despite the three sessions being marked as available. Every attempt I have made to amicably resolve this situation has been met without resolution and with pressure to sign up for even more personal training sessions even though I stated in my original query and every correspondence since that I do not wish to continue personal training with Genesis at this time.

      When attempting to resolve this situation and find out why the promised free sessions were not utilized before I was charged/why I was charged for canceled sessions, I was told that I had agreed to a “no refund policy” when I signed the personal training contract. When I asked for a copy of the contract as I did not recall signing one, they emailed back that I actually did not sign one after all, but that they still would not provide a refund for either the session that they charged me for that did not happen nor the sessions that I was charged for even though there were free sessions in my account. I have been told and have read in other genesis complaint forums that multiple staff members do have the ability to provide refunds to accounts or via checks, so again I am led to believe I have not been told the truth.

    • Initial Complaint

      Date:01/11/2024

      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 have been dealing with this for a couple of years. I contacted Genesis Corporate this year and last year. Corporate tried to help but said my issue with training had their own department. I contacted head of training and left a message, but never received a call. Last year, they told me they don’t refund training fees. I joined Genesis and had an injured shoulder and was talked into letting the trainer heal it as she had worked with injured shoulders before. She tried, but my shoulder only got worse. I stopped training due to pain. I ended up having surgery to alleviate the injury and pain. I explained all this to the training manager but he said no refunds. I feel I was tricked into signing up for training. I am in my 60’s and was in a lot of pain and feel they deceived me. I was just signing up with a membership to get on the bicycles, but the agent heard I had a hurt shoulder, he told me his trainer could heal it. I try to let it go, but I feel I have been wronged. Any help you could me, would be appreciated. This was at the Genesis on **** ****** ** Wichita, KS Thank you.

      Business Response

      Date: 01/23/2024

      We received a response to the customer's complaint from our regional fitness manager. He also emailed the customer directly.

      We are  sympathetic to the customer's situation but we make no claims of our programs promising a specific result or
      the ability to heal injuries. Since the package was used and the membership
      terminated, we stand by our no refund policy.

      We take all complaints very seriously, however. Should the customer choose to give us
      another opportunity in the future, we would love the chance to provide her with a better experience.  

      Customer Answer

      Date: 01/23/2024

      Hello BBB,

      All of my reasons for not accepting the companies resolution was not in the last message you sent me. Was there a limit on words or did I go over the 30 minute time limit?

      Thank you, 

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

       

       

      Business Response

      Date: 02/03/2024

      We are  sympathetic to the customer's situation but we make no claims of our programs promising a specific result or the ability to heal injuries. Since the package was used and the membership terminated, we stand by our no refund policy.

    • Initial Complaint

      Date:01/05/2024

      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 am writing to file a complaint against Genesis Health Club in Leavenworth, KS, for multiple issues with their services. I purchased personal training sessions for my daughter, who was injured during them. Despite the agreement that only one month of sessions would be purchased and billed after usage, the club continued to withdraw funds from my account while I was away on military service.

      Despite my request to terminate the agreement under the Servicemembers Civil Relief Act (SCRA), the club refused a full refund. In 2019, they suggested I use or gift the remaining sessions after terminating my account. However, in 2021, I was told the sessions had expired when my account ended, contradicting earlier communication.

      Recently rejoining at a different location, I discovered the remaining sessions had indeed expired. I never agreed to the initial amount, and the club's inconsistent communication and refusal to refund have left me frustrated. Despite attempts to escalate, resolution with the local manager has proven elusive.

      I request your assistance in mediating this dispute and seeking a fair resolution. The club's actions breach our agreement, causing financial strain. Your intervention would be appreciated.

      Thank you.

      Business Response

      Date: 01/08/2024

      We appreciate the customer's comments. Our regional manager, ***** ******* has emailed the customer directly several times since November when she first inquired about her personal training sessions from a past Genesis membership. We have worked with our personal training directors and vice president on this account to ensure we have done our best for this member. There was no known agreement that mentioned sessions never expiring. They did expire at the end of the previous membership. 

      We understand this is not what the customer was hoping to hear. We are happy to continue emailing her directly or will certainly answer any further questions she has via this site.

      Business Response

      Date: 01/23/2024

      We reviewed the customer's complaint again to make sure we were not missing anything when we replied initially. We're sorry for the delay, but we wanted to  ensure we had fully examined the complaint. 

      After the extra review we are still standing by our initial assessment. Unfortunately, we will not be able to refund this customer. Sessions were
      purchased in 2017 on a 1 year contract. Member paid for 5 months’ worth of personal training and we refunded 1 month, so 4 months total. We let her out of the remaining 8
      month commitment. She had from purchase date until August 2019 to use those
      sessions but when she cancelled her account those sessions were expired. The
      SCRA doesn’t come into play with this as we did let her out of the PT agreement
      with no cancellation fee/buyout.

      We wish the customer all the best.

      Customer Answer

      Date: 01/29/2024



      Complaint: ********



      I am rejecting this response because:


      I appreciate the response. However, discrepancies in the information provided by Genesis staff have raised concerns. Initially, I was told that the training sessions purchased for my daughter couldn't be transferred to my name but would always belong to her. Notably, her Genesis account expired in 2017, coinciding with my SCRA relief letter, which is digitally signed and time-stamped with a CAC ID, discussing her ongoing injury occurring during the session and later requiring surgery. 
      In 2019, seeking resolution, I was informed the sessions could be used as gifts with no expiration, or I could have placed my account on military hold until 2023. After retiring in 2023, I opened a new, active gym membership account in my name in Kansas City, following a permanent move within the region. Sessions were confirmed active in 2021, as noted in the computer system.
      Despite the detailed responses, accurate information appears lacking. As a loyal customer who has invested significantly—years of fees and $700 monthly for several months—I expected better service and value. I hope we can work towards a balanced resolution.
      Best regards,


      **** *****

    • Initial Complaint

      Date:01/04/2024

      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 requested a cancellation of membership as I was not using facility and could no longer afford to sustain the membership. I am not receiving the same amount of money in anymore and was going to try and get help to pay my final bill and requested an invoice because there would not be funds available in old account. My request was completely ignored and tried to take funds out that caused additional fees because they were not there even though I told ******** that account won't be available to use anymore. ******** mentioned making payments, but I mentioned not being able to afford more then 5.00 a month but never heard any confirmation of my request and requested the detail of charges as it increased from reoccurring monthly charge on top of the fees. I had not received the details yet so I'm unable to submit my payment while fees will keep tacking on my account because they are trying to pull from an account that is not current.

      Business Response

      Date: 01/04/2024

      We're so sorry for the communication lapse. We have asked our team to reach back out to the customer. We understand her frustration.

      Meanwhile, we can confirm that the membership has been cancelled. $5 monthly payments are now set up to be charged directly to the customer's checking account on the 1st of each month. The January payment has just been processed. 

      If the customer would like to reach out directly to us, she is encouraged to do so through our email attached. Again, our apologies. 

      Customer Answer

      Date: 01/04/2024



      Complaint: ********



      I am rejecting this response because: they have yet to tell me where to send the payments and exclude fees. The account they are trying to pull from they are no longer authorized to pull from as requested in prior emails. Tha keeps getting ignored. If they tried pulled funds it will be rejected again. They do not have correct banking information and I am not comfortable giving authorization to pull funds from my new account.



      Sincerely,



      **** *****

    • Initial Complaint

      Date:12/20/2023

      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.
      Purchased 8 month membership at Manhattan, Ks Genesis Health Clubs in August 2022. I paid my fees and membership fee. I had the membership until March 2023 when it ended. I was not aware nor made aware of the month to month billing. I am a college student trying to make ends meet and have been billed over $630 having not stepped foot in a Genesis since December 2022. There has been no effort to contact me or get in touch with me about my account. I have wanted it closed since March this year when I thought it was supposed to be closed. I feel though as I am not the only person this has happened to and feel that it is not right. I have called the location multiple times to cancel my membership and they say I need to come in person. I do not live in Manhattan anymore so I cannot do that. I feel though as I am owed a refund for the months I did not use. I was also deployed in February to Guam which I remember also being an opt out cause on the contract.

      Business Response

      Date: 01/02/2024

      We thank the customer for his comments. Our club manager, ******, spoke to him. He did not understand that his signed contract rolled over to month-to-month automatic renewal, so no refund will be possible. We have now cancelled the membership with no further payments and wish him all the best.

    • Initial Complaint

      Date:12/20/2023

      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.
      This company will not stop contacting me about signing up for a membership, or asking when I am going to claim my "7 day free membership". I have told them numerous times via phone call and responding to their solicitation texts that I don't want to be contacted by them. They purchased (or was given) my information from a car lot I purchased a vehicle from that is owned by the same family. Very scummy to pass along my information when permission was not given, car dealership even confirmed that I did not agree for my information to be sold and should not have been given to this company.

      Business Response

      Date: 01/02/2024

      We appreciate the customer's comments and apologize for the contacts. The lead has now been marked "Do Not Call" and we do not anticipate further attempts to ask him to join. 

      Again, so sorry.

    • Initial Complaint

      Date:12/19/2023

      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.
      The billing department at Genesis is unable to make adjustments to your account even though they tell you they will. I'm on 5 months now and there's still a charging me for someone I asked to be removed from my account.

      Every time I make an adjustment to my billing I have to check my bill meticulously for months and go back and talk to the billing department multiple times they never change anything even though I stand there and fill out forms at the office which is the only way you can make adjustments is in person.
      This company is a scam hoping that people aren't checking their bill after making adjustments because they will continue to charge you as long as they possibly can until you make an issue about it and even then it may never get fixed as in my situation I'm still waiting to be reversed 34.95 for an add-on member which I had removed at the beginning of August and I'm still paying for today in December.

      They tell me oh we forgot to check a box when we submitted the changes.
      Yet I'm still being charged every month and I'm ready to go to my lawyer and the news channels about this crooked practice.

      there have to be many many other people that are being overcharged because I've never talked to anyone who changed something on their bill and it was changed the first time.
      I don't know a single person who had their bill correctly updated when they made an adjustment ever without having to come back and fight to have that change made.
      They don't care about their customers and they take their money hoping that the customers won't come back and fight them for it.

      They're ruining my Christmas by continuing to steal my money they don't have a right to for a member I don't want to pay for to have access to the gym because I canceled paying for it in August.
      They don't care about consumer rights and they don't care about your financial situation they will take whatever money they want and make you yell and scream to ever get an adjustment to your account.

      Business Response

      Date: 01/02/2024

      We're sorry for the delay in responding to this complaint. Our management team has now worked with the member and issued an account credit. Please let us know if we can do anything else.

      We do appreciate the comments and will use them to get better.

      Customer Answer

      Date: 01/02/2024

       

      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,



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

    Genesis Health Clubs is NOT a BBB Accredited Business.

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