Complaints

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

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• 

  Genesis Health Clubs

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

• 

  Genesis Health Clubs

  1830 S 9th St Salina, KS 67401-5633

• 

  Genesis Health Clubs

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

• 

  Genesis Health Clubs

  1007 Commercial St Emporia, KS 66801-2918

• 

  Genesis Health Clubs

  6612 S Memorial Dr Tulsa, OK 74133-2050

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2023

  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.

  They were told in 2012 to cancel a membership & was told it was canceled & no more charges would be taken. They then kept open my membership & continued to bill me. I repeatedly contacted them to cancel my membership & they did not. They sent ot to collections where I told the collections company what had happened & was told that they would take care of it.
  I just received a garnishment on one of my business savings accounts & they took everything in it. This is over 11 years old & they should not be able to take money from someone that fought so hard to get them to cancel their membership.

  Business Response

  Date: 06/05/2023

  We thank the customer for her comments and apologize for any confusion about her accounts.

  We have reviewed her complaint and found two accounts that were transferred from us to our collections agency. The first agreement was from 6.8.11 and the second from 2.15.13. The driver's license number on both agreements is the same. Our collections agency reports that the customer paid a total of $******* in 2020 and 2021 on the total balance of $*******. 

  The remaining balance on these accounts has been forwarded to our attorney, per the process allowed by law. We never received any cancellation notice on either account and tried to reach to customer over 40 times via telephone and US Mail during her periods of delinquency. 

  In light of the customer's payments on her collections account we disagree that she cancelled the memberships and did not realize she continues to owe us anything. Although we cannot make any adjustments at this time, we do wish her all the best.

  Customer Answer

  Date: 06/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did call & canceled the membership in 2011. I don't think it is fair that they can come after someone that has canceled their membership over 11 years ago! I had to close my savings account for my work because they took my hard earned $ from my account to feed my children & now I have to go receive help from other places to feed my children ****** * ** * ****** ****** ** *!
  
  
  
  Sincerely,
  
  
  
  Wendy *****

  Business Response

  Date: 06/17/2023

  We apologize again for any confusion about this customer's responsibilities to comply with the contracts she signed. We have reviewed the accounts again and our regional manager, Ted *********, is reaching out directly to the customer. 

  Customer Answer

  Date: 06/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It's been 11 years & I don't believe they can go after someone after 7 years.
  
  Sincerely,
  
  
  
  Wendy *****

• Initial Complaint

  Date:05/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My neice set up a gym membership using my debit card. She went into the gym late last year asking to cancel the membership and was informed the membership would be cancelled however, that never happened as of today's date. My card expired on 12/31/2022 and my new expiration date and security was never provided to this company. Genesis took it upon themselves to input a future expiration date to continue to submitting charges. I've spoken to the manager there and he didn't deny changing the expiration date after I told him it was fraud. He basically started that they had to get their money. Horrible and unethical business practice.

  Business Response

  Date: 05/05/2023

  We thank the customer for her comments. We will be happy to look into the account but cannot find it based on the info supplied. Could we please have her niece's name and date of birth? 

  Business Response

  Date: 05/11/2023

  We appreciate the customer's comments and have reviewed the account for Nicole ********. She signed a 24-month contract upon joining (attached) that requires an early termination fee to cancel at this time. 

  We have no previous record of the payment for the early term fee so the membership continues until we receive a signed 30-day notice and the $*** fee. The member may come to any Genesis club to do this. The final month of the contract term is February 2024. After this date the membership automatically renews on a monthly basis until a 30-day cancellation request is signed. There is no fee to cancel once the contract term has ended.

  Regarding the credit card expiration date change, we subscribe to a service that updates credit card info for
  us. It is not fraud. 

  We hope we have answered the customer's questions but will be happy to help with anything else either directly through email or via this site.

  Customer Answer

  Date: 05/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have spoken to my bank and they informed me that the practice of changing the expiration date was fraudulent. Additionally, I completed a form to stop the payments from coming out of my account. At this point I will just dispute all the charges with my bank and report my card as lost. This so unacceptable business practices and its very unethical for a business to operate in such a fashion. This entire debacle has caused my account to get overdraft fees and yall still send notices stating that a payment is needed which is not true at all. I will make sure to make it my personal mission to leave negative review on all social media platforms. Word of mouth can either help a business or destroy it. 
  
  
  
  Sincerely,
  
  
  
  Contina ********

  Business Response

  Date: 06/12/2023

  We have replied directly to the customer. Our regional team has tried to call her several times and will continue to do so until we resolve this complaint.

• Initial Complaint

  Date:05/04/2023

  Type:Product 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.

  We joined Genesis club in the end of January and used it one time. We requested to cancel our membership the same day we joined. I emailed their team on February 28 to cancel it and not charge us any further. I have attached all the emails for reference. Emily **** kept saying that the refund is being worked on. I kept following up the entire month. We did not use the club even one time in March expecting a full refund. Then on March 31 a month later I got a reply saying the refund can't be processed. I was led to believe that the refund is being processed while they just kept extending the time until the month ended to say it can't be done. That is not fair and not professional. In reality, we would like to get a 2 month refund as we only used it 1 time and told them the same day we want to cancel. Front desk told us to email the office which we did. Nobody cared to listen or help us. We called their corporate two times. They refused to help.

  Business Response

  Date: 05/08/2023

  We thank the customers for their comments. We have reviewed their attachments and their account and have processed a refund for $******.

  We apologize for the delay and wish the customers all the best.

  Customer Answer

  Date: 05/09/2023

  
  
  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. However, can we please get proof of this refund as it is not showing in our account yet? Was it all refunded to same card. If so, what are the 4 last digits, please?
  
  
  
  Sincerely,
  
  
  
  Aj And Tatiana *******

• Initial Complaint

  Date:04/21/2023

  Type:Product 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 cancelled my membership in December of 2022 and was told I would receive a refund for the month of December. I contacted the club on 2-1-23 to see why I hadn't received my refund and was told that they forgot to ask for the refund. They said that they would contact the appropriate person to initiate my refund. I called again and was told that they had notified corporate already and didn't know why I hadn't received it yet. I called again today and they told me the same thing....they asked for the refund and don't know why I haven't received it yet. They are suppose to call me back today but I don't know if they will. I feel like they are jacking me around and don't intend to follow through with my refund. This is not an appropriate way of doing business!

  Business Response

  Date: 04/27/2023

  We appreciate the customer's comments and apologize for the delay in processing her refund.

  We have now corrected our error. The refund for her final month of dues should be back in her account within the next week. Meanwhile, we are happy to communicate directly with her or through this site if she has further questions.

  Again, our apologies.

  Customer Answer

  Date: 04/27/2023

  
  
  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,
  
  
  
  Cara ***

• Initial Complaint

  Date:04/18/2023

  Type:Product 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.

  On January 11th 2023 our son went to the Genesis Health Club ** ***** ***** with a guest pass issued by the Sales manager. He was denied entry and told he needed to purchase a one week pass and was charged $*****. When we found out this happened we called the club and spoke with the Sales manager directly who apologized and said he would issue a refund right away. That refund still has not come even after providing requested documents showing the charge, phone calls to both the club and corporate office and it has been over 3 months now. Every time we speak to a manager we are given a different excuse or person we have to talk to in order to get the money refunded. I have made multiple phone calls, left messages and requested someone contact me about this and we are now at the point where none of my calls are being returned. I want this refund issued immediately without any more excuses or passing it off on someone else. They were very quick to charge my son for something he had an authorized pass for, which they agreed the same day to refund.

  Business Response

  Date: 04/26/2023

  We appreciate the customer's feedback and apologize for the charge.

  The customer has been refunded the guest fee but we understand we need to change the name on the check we mailed him. We are now working directly with the customer to do so.

  Again, we're sorry for the experience his son had and hope he will let us know if we can do anything else for him.

  Customer Answer

  Date: 04/26/2023

  
  
  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,
  
  
  
  Cory ******

• Initial Complaint

  Date:04/18/2023

  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 had a gym membership via them in 2017 prior to moving to a new city. I called to cancel my membership and they wouldn’t allow me to do so via the phone. I expressed to them that I was opening a new restaurant and would be working months on end with no day off. I hear nothing from them for a while and when the stimulus checks came out, so does a bill from them for $*****. This is outrageous in amount for me simply being too busy to come in to cancel my subscription. I was in ***** as well for a good time training. I feel that they are predatory in trying to pry money away from people at a time of need. Gyms suffered during the pandemic and I feel that this a recouping tactic at consumers expense

  Business Response

  Date: 05/02/2023

  We appreciate the customer's comments and have attached his signed membership agreement here for review.

  Although we did try to contact the customer several times via phone, email, and postal service, we were unable to help him resolve his past due balance. Per his agreement, we forwarded his account to a third party for collections in March 2017. We're sorry he did not hear from them until 2020. In no way were we attempting any predatory practice.

  We have reviewed the amount sent versus his membership check-ins and have amended the collections amount to $******. We offer this special courtesy to the customer in light of his comments and hope he will contact us directly or through this site if he has further questions. We wish him all the best.

• Initial Complaint

  Date:04/05/2023

  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 a membership on March 24 and wanted to work with a personal trainer. When I signed up for the personal training I was under the impression that the sessions would be $**/session as in I could pay for the sessions as I go. I was also told I would get 4 free sessions with a personal trainer before getting charged for the personal training. I did not realize that they would be $** times 5 and that my account would be charged for it all at once. I ended being charged $****** by Genesis on April 4. I was also charged $** for the initial fee of signing up and was told I could split the $** into two payments. When I tried to cancel my membership over the phone, they told me I would have to go back to the gym at the membership desk to do it. Ultimately I ended up signing two different contracts for the membership and personal training. When I went to the membership desk the employee told me there was nothing I could do since I signed an agreement under both contracts and would have to talk to his manager a different day. I tried talking to my bank to stop payments from them which they now have but they said that now that Genesis has my banking information/I signed an agreement that I would have to go back to genesis to dispute the charges made to my account and canceling my membership. I think the most frustrating issue for me right now is the predatory nature of Genesis Health Club's contracts and there not being any leniency for when a customer simply wants to cancel their membership and get a refund, especially for someone who's only used the membership for less than a month.

  Business Response

  Date: 04/11/2023

  We have contacted the customer directly to resolve her complaint. She has now submitted her membership cancellation per her agreement. As a special courtesy we have already removed future personal training fees from her account. 

  Although we will not be able to refund the April personal training fee nor other joining fees or dues payments, we have received written communication from the customer that she accepts the resolution of her complaint. We are happy to answer any further questions she may have and we wish her all the best.

• Initial Complaint

  Date:04/04/2023

  Type:Customer Service 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 called to cancel my membership, but was told I needed to come in to sign something. My call was at the thirty day notice period that was required, but I was unable to get to the building to sign something in person. I was subsequently charged for an entire month for April. This doesn't seem like a fair/legal method, as the company is more than happy to charge me a prorated amount for a partial month when I sign up, but if I can't come in person to close my account, they will charge me for a full month (not even pro-rated). Also, the fact that a phone call can't cancel this agreement seems like an unfair business practice. I am seeking a refund for the April charge, or at a minimum a prorated amount for the month of April based on the cancellation notification date.

  Business Response

  Date: 04/05/2023

  We appreciate the customer's comments and apologize for any confusion about his cancellation. 

  Upon review of his account, we found his membership agreement and cancellation requests duly signed (********).His agreement and cancel request clearly state that a written request to cancel must be received 30-days before the next billing date in order to end the membership. His cancel doc was signed on March 8th. The final payment was therefore April 1st, which is clearly visible on the document.

  We are happy to help the member understand his responsibilities if he would like to email us directly. We appreciate his feedback and wish him all the best.

  Customer Answer

  Date: 04/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business is refusing to prorate a partial month, when they prorate a partial month upon signing up.  They also refuse to allow members to cancel over the phone, but you can sign up over the phone.  This is soon to become a law, where businesses must allow customers to cancel over the phone.  
  
  
  
  Sincerely,
  
  
  
  Brenton *****

  Business Response

  Date: 04/06/2023

  Again, our apologies for any confusion about the terms of our memberships. The customer is correct in that we prorate dues upon joining, but we do not prorate for cancellations. Our customers have full use of our facilities throughout their 30-day cancellation notice. 

  We respectfully request the customer to review his signed agreement and cancellation doc (********** ********) if he has further questions.

• Initial Complaint

  Date:04/04/2023

  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.

  My husband and I have been trying to cancel our Genesis Health Club membership since early February. We were told that we had to pay for March also, but the membership would be canceled. We would not receive another billing for April. We stopped going to the gym the last part of February, met with Genesis again in early March to confirm our cancellation. We have again been billed for the month of April. We contacted Genesis and again were told a "manager" would resolve our complaint. ***** **** **** ** * ********* ********  They get you signed up and won't let you quit. This reminds us of the old record of the month clubs. Please help!

  Business Response

  Date: 04/05/2023

  We thank the customer for her comments and we're sorry for the confusion about her cancellation date.

  Our regional team has reviewed her account and submitted a refund request for her April dues payment. She should see these funds back in her account within the next couple of weeks.

  We'll be happy to answer any further questions the customer has. Again, our apologies.

• Initial Complaint

  Date:03/31/2023

  Type:Customer Service 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.

  Canceling a gym membership at the **** ******* genesis health club.
  
  First let me say I signed up for a 6 month contract that expired in December. Per my contract I was suppose to give them 30 days notice of cancelation or it goes month to month renewal.
  
  I went into the location 3 days before the start of December and was told the manager had to do cancelation. The next three days the manager wasn't there so I couldn't cancel. They also wouldn't take any other forms of cancelation. Email , phone or anything. I couldn't even call corporate to cancel.
  
  They purposely wait under your at 29 days to hit the cancel button for you are stuck with Jan payment.
  
  Really shady things are going on at genesis health clubs and they need to be held accountable for there shady business tactics.

  Business Response

  Date: 04/03/2023

  We thank the customer for his comments. We're very sorry for the delay when he came to cancel his membership. 

  Our regional team has reviewed his account. We have now waived the final dues payment and there is no further balance on this cancelled membership. Again, we apologize for the confusion and we wish the customer all the best.