Business Profile

Health Club

Genesis Health Clubs

Headquarters

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Complaints

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

Customer Complaints Summary

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

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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:12/14/2023
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 joined Genesis Health Clubs in 2018, I worked out there quite frequently. I believe that I signed a 6 month or 12 month contract and then thought that it would be done after that. I met my wife in 2019, continued to use the gym for a couple months and then moved, so I no longer was using the membership. My bank stayed the same, so would have continued to have paid the membership. I thought once my membership was over per the contract that it would end. Fast forward to December 11th, 2023, I receive a piece of mail that was not even sent to my home address, a person at the old address got in contact with me and gave me the piece of mail, that Genesis is going to start garnishing my wages. I was never served any piece of mail or by an officer stating that I needed to go to a court date. I have nothing in collections that I could see coming from Genesis. I have called the Wichita office to try and speak with someone and no one will give me any information, only to call the lawyer's on the piece of mail that I received. I do not have the contract anymore and no one is willing to send me the contract that I signed with Genesis. I was never contacted by a debt collector stating the I owe anything, I still do not know what collector the debt went through and I do not even know how Genesis is trying to say that I owe. I do not understand how this is possible for them to be doing this. No one will give me any information or even remotely try to help me here. I am laid off of work for the winter and am relying solely on unemployment, while I have a 2 year old child and family to take care. Genesis needs to make this right, why did my membership not end after the time that I signed for with them?
Business Response
Date: 12/21/2023
After reviewing the account, and speaking with the Attorneys office;
The original membership was sent to collections in 2019 after numerous attempts over many months to reach the member to resolve or set up small payment arrangements.
The balance due at the Attorney's office today is $1644.58.
We always strive to help out members and find an attainable solutions; based off of the usage on the membership and the request from the member we have asked our Attorney to lower the balance on the account to $500.
I also reached out to ***** directly today and left him a voicemail asking him to call me to discuss payment options, if he would prefer to make those payments through Genesis or with the Attorney directly.

Customer Answer
Date: 12/29/2023

Better Business Bureau:

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

Sincerely,

***** ********
Initial Complaint
Date:12/14/2023
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 up for genesis after a friend who used to go there convinced me. I was reluctant to try because I've a only known them to be a scam. So I sign up for free a trial and then proceed to sign up online where they don't tell you their rates until you make an account, first red flag. Online it says it $75 a month which is only $25 more than my other gym and this one offers basketball courts which I figured is worth it to play during winter. I signed up on 11/22/23 and 8 days later they are telling me I need to pay for the next month and it's $90 plus a monthly charge of $20?! I'm sorry, no freaking way and I let them know that I already paid for a month and they first replied well you don't have to pay on the first but the fifteenth. Again no. I signed up on the 22nd for a month, so I will pay you on the 22nd of this month. Not acceptable to them. So I go one step higher to corporate and they tell me I had $40 processing fee and the rest is the prorate to December 1st. What a SCAM! Also what kind of place makes you cancel a membership by going in and not the phone. A scam of a gym. Then I get there and they say if I need to cancel then the earliest is Feb 1st 2024!! Hell no am I paying that amount on 2 more months when I can be paying that for 6 at another place. Also one Sunday, they shut the lights off on me, I get it, the gym closes at 6 on Sundays but how was I supposed to know that, there was no annoucement, just the lights went off and had I not walked out, I would have been locked in. Just the worst and the people are super rude!! DO NOT SIGN UP WITH GENESIS HEALTH CLUBS
Business Response
Date: 01/16/2024
We apologize for the delay in responding to this complaint. Our regional team will reach out directly to the customer today.
Initial Complaint
Date:12/11/2023
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 been a member of Genesis Health Club since they came to Omaha, before them it was 24 Hour Fitness. Been a member since at least 2011. Any way I got my new card d\fob from ***** at Papillion Ne location in 2017. Hardly went to gym. Had my knee replaced In Sept of this year so have been going. Which was no problem, went in scanned my card and worked out. Asked Genesis to change my payment method and *** frm the 84th and Q location says I am not even a member and made it seem like I was doing something shady. So now instead of the 15.17 I was lockid in for life for they want to charge me about $80 a month. I just want my membership continued the way it has been for more than 10 years. I have reached out to multiple managers and no phone call back, no email back. I have kept all of the emails. I know they have a low rating through BBB but it seems like this is the only way Genesis will reply. *** at the 84th Q location In Omaha, says I am not in the system, but my phone number, email and most importantly my bank account I been paying them with for the last decade is in there system. Just would like to continue membership, or at least a good explanation on why, how this happened. Which I think I know as *** form 84th and Q said ***** from *** **** ** in Papillion is sometimes a great employee and sometimes not so great. Well there employees don't concern me. I though ***** was way more customer friendly than *** by far.
Business Response
Date: 12/28/2023
Our Regional Manager in Omaha - ***** *****, will be reaching out t **** directly today to offer some options and resolve this.
Initial Complaint
Date:11/02/2023
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 was told in January I would pay about $10 a month to maintain my pricing so I would have the OPTION of continuing my membership at a later time. They started billing my credit card again with no notice and no notification that I could use the club again. I would like the 2 months refunded and to have no further billing.
Business Response
Date: 11/02/2023
We are sorry for any confusion when the customer signed her freeze request (attached). Unfortunately, we do not process open-ended freezes and the dues re-activation date was clearly detailed on her signed form.
Although we cannot issue a refund for her past payments, we have entered her cancellation for 12.1.23 so she will incur no future charges. We thank her for being a Genesis member and wish her all the best.

Customer Answer
Date: 02/07/2024
They still have not refunded.
Business Response
Date: 03/04/2024
We are now working directly with the customer to resolve her complaint. We spoke to her today and are requesting a resolution from our regional team. The member has consented to having us respond to the complaint in this way. We will email her directly with resolution.
Initial Complaint
Date:10/05/2023
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 April of 2022 I started a membership with the health club and the commitment was 12 months.
In August, I paused the membership for 6 months for a reduced amount. After the 6 months I resumed the contract for the remaining 6 months of the contract, which was then fulfilled in August of this year. I went in to cancel the membership and was told it would be canceled. My mom also called in, as I'm a college student and she was helping with my finances. They continue to take money from my account and also deducted a yearly renewal fee from my account the following month. They confirmed to me, and my mother, that the membership was canceled and that they would work on refunding the monthly deduction for September and the renewal fee. Now they have taken another monthly charge this month for October.
I feel like this company has deceptive policies and they do not follow through on requests of the members when they cancel. Even when they have fulfilled the contract.
The total refund amount that they owe me as of now, is $132.66.
Business Response
Date: 10/27/2023
We have refunded the member per his complaint. We apologize for the delay and wish him all the best.
Initial Complaint
Date:09/21/2023
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 signed up for training sessions with one trainer (last year) and with unfortunate circumstances, he was let go. When the last contract with him ended, my understanding was that I only owed one more payment but it would be with another trainer at Genesis. Now, I have been informed that I am somehow locked in to an additional $540 per month thru November. I never agreed to this, nor did I sign anything! This company is really good at saying one thing and then not being forgiving or accountable when it comes to those that have questions and are told “sorry, that’s the way it is”, or “if I had it my way I’d be more helpful, but it’s up to corporate”… The best the manager could do is to waive my payment until October. This is totally unacceptable. I never signed anything nor would I agree to this. I would just like to know how this can be resolved AND would like this ridiculous force of payments by me to end. I have been a member of ** **** ******* since 2007 before it changed hands with Genesis and I am truly disappointed.
Business Response
Date: 10/11/2023
We have reached out directly to the customer and have resolved her complaint. We appreciate the feedback and are happy to continue helping her with her personal training.
Customer Answer
Date: 10/11/2023

Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:07/18/2023
Type:Product 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 ended my membership on December 21, 2022. The last payment was to be February 15, 2023. In May, my husband and I were charged a membership fee although we quit the club. I reached out to a **** who dodged my calls and then gave endless excuses for not refunding me. As pf now, I still haven't received a refund and have had no contact.
Business Response
Date: 08/09/2023
We apologize for the delay. We are currently reviewing the complaint and will respond as soon as possible.
Customer Answer
Date: 08/09/2023

Complaint: ********

I am rejecting this response because:

It has been almost 3 months since I have asked for the refund. There is no reason they should be delaying this.

Sincerely,

******* *******
Business Response
Date: 08/15/2023
We apologize once again for the delay. We have now processed a refund of $48.09 for the payment the member made on May 15th.
We thank the customer for his comments and are happy to answer any further questions he may have.
Customer Answer
Date: 08/16/2023
It should be double the amount as they charged my husband as well.
Business Response
Date: 09/06/2023
We're so sorry for the delay. We replied directly to customer on 8.23 that we have processed refunds for both accounts in question.
Initial Complaint
Date:07/05/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Location: Genesis Health Club, Orlando.
This club changed ownership in December 2022. However, the management and staff which is at the heart of this complaint, remained unchanged.
1) Staff unavailable, incompetent and unresponsive
Phone calls are not getting you anywhere: ALL phone calls either end up with the person you need to talk to being unavailable, or being connected to the answering machine. Voicemails are ignored, you're never called back. Contrast this with the eagerness to sell you new membership or upsell services, you know what type of business this establishment is. Multiple attempts to resolve issues in person are needed, but unable to really resolve anything (personally have been there four times now, still issues are "being worked on").
2) Shady/Unethical sales tactics, misleading and confusing advertisements, opaque billing
According to the MVP (RDV) website from 08/2022, the ALL Star membership ($29.00/m) includes free massage. However, it turns out there's another membership for this (depending on the service, between $55-$65/m). The staff is confused too, and we have been told "you're good to go with the All Star membership". This was not the case, and we have been charged an additional $65.00/m. The monthly billing is in the form of one charge for all services (membership dues, tennis, food/drink, massages, etc.) and does not explain or itemize any charges. It is automatically deducted from your provided payment method, and you're left guessing what you paid for.
3) Horrendous accounting, and billing for services not received
Tennis classes taken are tracked by each coach individually... on hand written notes, on basis of a honor system! Let me tell you, they're good at tennis, but suck at accounting and book keeping. Multiple charges have been found for days you're even not at the club! When confronted the mistakes are admitted by the staff in private, however the issue remains unresolved and at the member's expense
Customer Answer
Date: 07/16/2023
The manager of the facility contacted me with an effort to resolve the situation. We resolved this issue satisfactorily. This was thanks to the manager ***** and his assistant. Both have been very helpful and also addressed the concerns regarding accounting. They've promised to improve the situation.
Business Response
Date: 07/17/2023
We appreciate the customer’s comments and questions. We have
reviewed his account along with his wife’s . Please see our responses to each
of his three areas of concern.

1. We apologize if we were unavailable when you called the
club. We do our best to answer calls as they come in, and to return all
calls in a timely manner. Since we became aware of your concerns we have worked relentlessly to solve in the best and
fastest way possible.
2. We understand your frustration with the All-Star
account. We have now placed seven massages on your wife’s account per your
request. We’re sorry you were unable to see itemized charges on his
statement. We do show each charge as a separate item and are happy to
email member statements monthly. We strongly disagree with
your assessment about our business practices. We have been operating the RDV club for a short time but
also with no other similar issues. We pride ourselves on being up-front and honest in all our member interaction.
3. We do apologize for any confusion during the transition
of the Orlando club from its previous owner to Genesis. We have resolved
incorrect tennis charges per your wishes and have now credited your
wife’s account accordingly.

Genesis Health Clubs strives to
create an exceptional member experience with every interaction on every day. We
take it very seriously when we miss this mark and do our very best to address
all member issues in a top-notch professional manner. We appreciate the
customers comments and are happy to answer any further questions he may have.
Customer Answer
Date: 07/17/2023

Better Business Bureau:

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

Sincerely,

**** *******
Initial Complaint
Date:06/15/2023
Type:Product 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: 3/28/22
Amount: Original, $******, requesting the remaining (3) Visits be refunded, which Glen was not able to complete because declining health
Genesis was told in advance what issues Glen had *** **** *** ****** *** ******* ***** ****** *** **** ******** *** **** ******* ******** ***** *** *** *********** He can not strength train any longer let alone walk very well. **** ** **** ** ***** *** Each time I email Brandon, he always had some excuse as to why we needed to keep the Membership. Until the last contact on 6/13/23. Brandon's response this time, was "Still Not Going To Refund"
Would like to have the 3 sessions left with Genesis refunded to help with Glen's hospital bills. Nothing more
Business Response
Date: 06/19/2023
We have reviewed the customer's account in reference to the request to refund the cost of 3 personal training sessions left after he stopped training in May, 2022.
Personal training purchases are non-refundable but we do our best to help members use them. Between May of last year and today we tried to contact both the member and his wife several times. Our fitness team records that there were no replies to our attempts to either change the sessions to something the member could do safely, or to transfer them to his wife for her use.
We understand the customer's reasons for requesting the refund. However, we did make a good faith effort to resolve the situation when we first heard about the member's health. Since these sessions are nonrefundable, we cannot process a refund. We are happy to answer any further questions the customers may have and we wish them all the best.
Customer Answer
Date: 06/20/2023
I am the designated caregiver for Glen
I have all communications between Genesis Health Club and Glen & I.
The only contact I have are emails, all were started by me, none by GHC.
If indeed GHC has the information of contact as they say they do, with dates, I would like to have copies
We were not informed regarding the non- refundable issue.
We as well made the dates in good faith.
To step away from this uncontrollable situation, especially ********* ** ** *** *** ******** ******** with barely enough strength to walk let alone finish the last 3 weightlifting sessions he had left?
I fail to see the compassion or genuine concern in their reply.
GHC's reply is not satisfactory.
Initial Complaint
Date:06/08/2023
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 gym has overcharged me at least 4 different months since last September. At one point they credited $*** to my account, but this wasn't credited properly, and so on May 1 I was overcharged again in the amount of $***. I called and spoke to Jake ******* at the **** ** location and he told me a refund in the amount of $*** would be sent to my card. I went to my bank to get the $*** back, because he never responded when I pointed out that Genesis owed me $*** total NOT $***, and was credited $*** by my bank, so they denied the refund of the $*** Genesis was going to credit me. I have tried, over the past month and four days, to get my money back and be done with this "business." I have been met with unanswered calls and emails, or worse, being punted through their corporate system and being told I had to start all over again. I need help, because Genesis is obviously not going to do the right thing.
Business Response
Date: 06/20/2023
We apologize for the delay in responding to this complaint. A refund in the amount of $****** has been requested and will be processed as quickly as possible.
We thank the customer for being a Genesis member and wish her all the best.

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Genesis Health Clubs is NOT a BBB Accredited Business.