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:03/27/2023

  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 had the INFLATABLE PARTY at **** ***** ***** ****** ***** ** ***** based on the non-fee member pricing. I have attached the breakdown of cost for this part From Gensis Health Club at ********* website below.
  
  As a non-member the total price for the party listed in their website is $******. I paid the $** deposit a couple of weeks prior to the party. Then the day of the party I went to pay the remaining balance believing that the remaining balance owed would be $*****, subtracting out the $***** deposit previously paid from the $****** for the cost of the party. I was then told by the person checking me out that the remaining balance was $******. I told the person checking us out that I had already paid the $***** deposit and I should only owe the remaining balance being $*****. The front desk called the director that handles these parties, and she stated that the $** deposit listed on their website is actually a reservation fee and my total due would be the $****** as the $** is an additional cost for the reservation. I asked her how that would be when on the website it states $***** deposit and nothing regarding a reservation fee. After going back and forth between myself and the person who handles the birthday parties at this location, she explained to me that the total cost of the part is actually $****** and she broke it down to say the party itself cost $****** and then the additional $***** deposit is separate since that is a reservation fee. No where on their website or prior to booking this party was I ever informed that the $***** deposit paid I paid was a reservation fee according to them. I have tried talking to multiple people at this location and they refuse to give me a refund. One of the people I talked to even stated that they will need to update the advertising on their website so that it does not state deposit anymore. When that was said to me, I asked again if I could get a refund for my money and was told no.

  Customer Answer

  Date: 03/28/2023

  Someone from Genesis did call  me today, 3/28/23.  She said they would like to provide me with a refund now given the confusion of the deposit information on their websites. She then said it is very hard for them to process refunds in their system though so they would like to offer me and my family a 2 month free membership instead of the $***** refund.  I informed her that we do not need a gym membership and would like to just be refunded the $*****. She said she will have to talk to someone and get back to me on if they will be able to do that. 

  Business Response

  Date: 04/12/2023

  We have now expedited the $** refund to the customer. We just received her address and expect that she will receive the check within the next week. We apologize for the confusion and wish the customer all the best.

• Initial Complaint

  Date:03/22/2023

  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.

  The crux of this dispute is that I DO have a signed receipt that says that on January 18, 2022 I paid my annual membership dues, which updated my membership through March 8, 2023. They have no record of the payment, which means I either paid in cash (probably not) or my Credit Card did not get properly processed. I have no history that any of my cards were charged. When I left the building, receipt in hand, I had no idea of any processing error. As you can see, I have been working with them on this since December, 2022 with no resolution. I guess I’m saying I can’t think of what else I could have done to be aware of the problem in time to correct it on my end. It was last December when I was told that membership entrance card was denied. I will bring in a copy of all documentation to your office on Wednesday, March 22. Thank you

  Business Response

  Date: 03/23/2023

  We appreciate the customer's comments and have reviewed his account. We're sorry for any confusion about his 2022 payment.

  We have not been able to find the payment and the customer seems to confirm that the payment was not actually taken from his credit card last year. If he happens to have the receipt he mentions, we would request that he scan that over to us via the email attached or through this site. We will be happy to review any other docs if he could please scan those over as well.

  We did receive a payment from him for the 2023 annual membership, but we have refunded that in the amount of $*****. As things currently stand, we can no longer honor that rate since there was a lapse of one year in his payment.

  We hope to hear back from the customer soon if he has more info for us.

  Customer Answer

  Date: 03/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Complaint: ********
  
  I am rejecting this response because:
  Please allow me to review the history of my membership renewal. On January 18, I and my wife went in person to the GENESIS ** *****
  ** *** ***** * ****** ******** to renew my membership for 2022-23 year. The front office staff looked up my membership #********.
  She summoned the manager, who accommodated me, with the comment, something to the effect that I 'should not give up this membership 
  as it is a sweet deal, and if I do, let him take it over.' He ok'd the renewal and I paid for the membership. Stacy **** gave me a RENEWAL
  NOTICE receipt. She and Debbie witnessed the transaction and both of them signed the RENEWAL NOTICE (**** ********). In addition,
  Geri noted in the computer that I had taken care of the renewal  and NOT to terminate this membership. I left the club with receipt in hand and 
  began using the membership regularly that Fall. It wasn't until December, 2022 that Jesse at the front desk of the ********* GENESIS said
  that my member card came up deactivated. So, I have been trying to get this resolved since then. I can only assume one of two things happened the 
  day I renewed: either I paid in cash and did not receive a receipt (unlikely, as I don't often pay in cash) OR my credit card was not processed
  properly. Regardless, there was nothing to indicate that I hadn't paid and I had a signed receipt that clearly said I had paid. There was no reason
  for me to believe that I was not accepted as a renewing member that day in January, 2022. I would gladly pay again for 2022 to rectify
  the misprocessed transaction. I have been advised that the receipt in hand is ample proof that a payment was made, but I understand
  that it may not have been properly processed. The fact that I was unable to find the transaction on my credit and debit cards makes me think
  that it was a processing error. It was also recommended that I pay $***** for 2023 while this situation is under review.
  It wasn't until that amount was refunded that I felt a third party (BBB) should be helpful to resolve this. I have not cashed the refund check.
  
  Sincerely,
  .
  John ******** #********
  ************
  
  Sincerely,
  
  
  
  John ********

  Business Response

  Date: 03/30/2023

  We appreciate the customer's reply. We did receive the copy of his notification that he had a $0 balance for 2022 (********). 

  Our regional manager has now reviewed the account with the payment note and would like to help the customer reinstate his paid-in-full membership at his previous rate. We will need both the 2022 and 2023 payment from him and ask that he set up a time to meet with the regional manager. We have emailed the customer directly with details for this meeting. 

  We are happy to answer any further questions from the customer directly through email or via this site and we apologize for any confusion about his account.

  Customer Answer

  Date: 04/06/2023

  This complaint has been completely rectified….. thanks so much to the BBB!  

• Initial Complaint

  Date:03/21/2023

  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.

  I started my membership with Genesis through my previous employer. My employer paid half of my membership. This was the main reason I joined, it was affordabke for me. When I signed the contract they didn't go over the fact it was a 12 month contract. I have since found employment elsewhere and thought that the contract would be terminated since the employer was no longer paying their half. I have now been paying full price to a gym I no longer use. I have tried to cancel in person and was told (after waiting several minutes for a worker to ackowledge me) I cannot until my 12 month membership is completed. This won't be until November 2023. I think this is an unfair agreement, since I no longer work for my previous employer. It seems a bit ridiculous to pay on a membership I am no longer using. I have tried calling the corporate office to explain the situation and cannot reach anyone as the automation system only allows you to enter an extension. This is the worst experience I have had with a gym. I will definetly warn friends/family of reading between the lines on these contracts. It seems like all the gym wants is to take any money they can from you. At this point (2 months of not working out in their gym) I just want my membership cancelled. I don't even want a refund, just want to stop being charged for a membership that I no longer use and no longer recieve payment help from my employer. I have other bills that I could be paying. ***** * ****** ****** ****** **** * ********* ***** ****** *** ****** 

  Business Response

  Date: 03/22/2023

  We thank the customer for his comments and have reviewed his membership and agreement (********). We're sorry for any confusion about what he signed. 

  Our regional manager has spoken to the employer's HR rep. He was assured yesterday that the company lets its employees know they are signing a a
  12 month agreement with Genesis. If they leave the company they have to pay the full dues for the remainder of the contract, and throughout the automatic renewal on a month-to-month basis after the term of contract expires.

  Employees must  sign a 30-day notice to cancel before the membership can be terminated. If the cancellation is requested during the first 6 months of the contract, a $*** early termination fee is required per Genesis policy. If the cancellation request is entered during the final 6 months, the fee is $***.

  
  In order to cancel this membership as soon as possible, we just need the customer to stop into the club to sign his 30-day notice and consent to the $*** fee. Any dues owed during or before that notice would remain payable. Meanwhile, we will be happy to answer any further questions directly through the email address above or via this site.

   

   

  Customer Answer

  Date: 03/22/2023

  
  
  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,
  
  
  
  Dylan *******

• Initial Complaint

  Date:03/13/2023

  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 free 30 day membership threw a friend of mine at the time over 8 years ago, I didn’t end up stepping one foot into the gym. They are now trying to garnish ** percent of my wages!! * **** *** **** *** ***** ** **** They are going to end making me homeless just to get money for a membership that was supposed to be free for 30 days only!! They lied! They continued to try and charge for months and months and had yet to see me sign into a single building of there’s!

  Business Response

  Date: 03/22/2023

  We apologize for the delay in responding to this complaint. We have reviewed the account and it took some time to resolve with the collections agency and their attorney.

  We have now settled the case with no further payments needed. The exact response from the attorney is "Issued
  Wage Garnishment Release and Satisfaction of Judgment.  File set to close
  per client as requested"

   

• Initial Complaint

  Date:03/13/2023

  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 joined Genesis Gym a few years back. Recently, I have not used the membership for some months. I waited for the 2 year contract to end. I was contacted by Genesis to renew. I explained that I would not be renewing. They informed me I needed to go into a Gym to cancel. I explained that I was out of town, the contract had ended, I had not signed any new contract, and therefore would not need to go into a location.
  Since then Genesis has been constantly contacting me trying to tell me I owe them a past due amount for months since I never went into a location to cancel.
  1) There is no written or verbal agreement past the original contract date.
  2) Said contract was for two years. The point of dating a contract is to know when it ends. Having the ability to charge someone after the contract ends defeats the entire purpose of a contract.
  3) I have made it clear multiple times not to contact me. Genesis still continues to do so.
  Predatory billing practices should be illegal.

  Business Response

  Date: 03/13/2023

  We have been trying to work directly with the customer for some time. We're sorry that he feels harassed, as this is not our intention

  We did not call him to renew his membership. We called because as of December 2022 his monthly dues were declined from his credit card on file. Section 4 of his signed agreement (********), clearly states that the membership continues after the contract period on a month-to-month basis until we receive the 30-day notice to cancel, which must be written. Although we hope our customers can use their membership often, we cannot suspend dues for periods of non-use retroactively.

  We also attempted to contact the customer via email and have attached two of his replies which were very combative. Our policy is to send one more letter to him noting that his account is being reviewed for transfer to a third party for collection. We do take into account member usage in making this decision, however.

  We will not call him or email him again, per his request. We're sorry for any confusion about his agreement and wish him all the best.

• Initial Complaint

  Date:03/02/2023

  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 Friday February 17 I went to the local gym with a friend. I wanted to check out the equipment and see how the gym was. We worked out and before we were leaving the manager wanted to talk to me about joining the club. During this talk he promised me a cheaper than normal rate with no enrollment fee. He said I can pay ** and he would front the other ** for the first month. He also mentioned multiple times that I would be able to get a refund for all my money if I came back and cancelled within 3 business days. He convinced me finally to get the membership and to front the other ** he ******* me. I changed my mind about joining and went in to cancel and get the refund on Tuesday February 21st. This was after I called and was told that I could not do it over the phone. When I went in I was told that there was nobody who could do the paperwork at the facility. I was forced to come back again and this time I was told to fill out 2 forms to cancel and get the refund. I filled out these forms and left thinking everything was done but today(March 1st) I ended up getting charged again for the full $**. I also still have not got the refund. I went in to the club today to ask about it and was told that both of the managers were too busy today.

  Business Response

  Date: 03/17/2023

  We apologize for the delay in responding to this complaint. We have now requested a refund for the customer's payments made to us. We will expedite to our best ability. 

  Again, our apologies.

  Customer Answer

  Date: 03/20/2023

  
  
  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. The way they handled the situation was very professional and I appreciate it.
  
  
  
  Sincerely,
  
  
  
  Adwaith ****

• Initial Complaint

  Date:03/02/2023

  Type:Sales and Advertising 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 won a free month membership to Genesis from ***** **** in 2008 . I went down to the gym to collect it and of course they tried to sell me a gym membership . I signed for my free month , never actually went back to the gym because I really did not have the time. Now here it is in 2023 and I receive a notification from a lawyers office that they are garnishing my wages . I call the lawyers office to inquire about this because it does not show up in my credit report or anything . It’s over 14 years ago . This **** **** woman tells me she spoke to me about this a year ago, that was the first lie, when I questioned about why it is coming to this 14 years later and where was the court date for this judgement , she stated that this was the first time I’d been employed in so many years, there is the second lie. I informed her this must be incorrect because I have never attended Genesis and I had won a free membership a long time ago to which she laughed and said nothing is free. I inquired how much I supposedly owe them and she told me $**** . I asked her how that was even possible she replied due to interest. I could understand owing them something if I had skipped out on payment and had used their gym facilities at anytime but I NEVER have. I signed for a free month membership in 2008 . * **** ****** **** ******** ********* ** ****** ******** ******** ** I am not quite sure how I owe them any money let alone $****. **** * ***** **** ******* ****** ***** **** ** ***** ** ****** **** **** ***** * ********** *** ***** ******** **** ** **** ***** ** *** * *********** ******** ** **** ********** **** ** *** ****** *** ** **** * How can you win a free membership , never use it the end up getting your wages garnished over 14 years later ?? This does not seem legal at all.

  Business Response

  Date: 03/03/2023

  We appreciate the customer's complaint but we have not sent her account to a collections agency. We credited off her Genesis unpaid balance last summer after she cancelled, due to her lack of usage. 

  It seems that the previous owner of her membership, ****, may be the correct addressee for this complaint. Unfortunately, we have no way to forward to them so we respectfully request the customer re-address it.

  If the customer has further questions regarding the time she was a Genesis member she may feel free to email us directly if she'd like.

  Customer Answer

  Date: 03/03/2023

  While I appreciate the fact that they say they credited this off and to look into ****. I cancelled with **** before they were bought out by genesis and when I spoke with the attorneys office who is in charge of the garnishment they stated that this was from 2008 . **** was not even here in 2008. It is in fact from Genesis health clubs per the letter they sent me . So if they did credit this off then how am I being garnished for it? I did look into this and spoke at length with the attorneys office so somewhere something is not right .  

  Customer Answer

  Date: 03/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Jennifer *********

  Business Response

  Date: 03/07/2023

  We have received the customer's rebuttal. Is the collections account in her current name with current address? Unfortunately, we cannot find any further info about this with the info the customer has provided.

• Initial Complaint

  Date:02/22/2023

  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.

  After the first 30 days of personal training at Genesis Health Club ** ******** ****, I developed stomach and leg muscle issues. ***** ********* * ******** **** ********* *** * *** *****  I canceled the next round of classes, but Genesis Health Club has refused to refund me the $***** they charged me on February 16, 2023. All I requested was a refund and a break from personal training. For several nights, I have suffered with leg cramps and have struggled to sleep. I did NOT have stomach or leg cramp issues BEFORE the personal training. I do not consider it appropriate for my health to continue with the personal fitness training at this time. I want Genesis to refund the $***** immediately.

  Business Response

  Date: 03/10/2023

  We apologize for the delay. We have reviewed the customer's complaint and see that he charged back the funds he was requesting as refund.

  Per his membership agreement and our attempt to offer a resolution to him on 2.24, the amount of $***** plus the $** chargeback fee are now considered an unpaid balance that needs to be addressed by the customer. We attempted to help him in good faith but he only wanted a full refund which we were unable to process due to his signed agreement. We will need to continue to contact him and if the funds remain unpaid, his balance will be reviewed for transfer to a third party for collections.

• Initial Complaint

  Date:02/14/2023

  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.

  Genesis **** * * continued to charge my credit card after giving notice of no longer being a member.
  The manager stated the amount I owed. I went in at a later date to pay and I found that they continued to charge me even though I gave notice of my cancellation. I have included the email exchange. I would just like to be credited for the difference between what was owed and what they charged.

  Business Response

  Date: 02/28/2023

  We apologize for the delay in responding to this complaint. We have now reviewed the account and have submitted a refund to be processed for the January dues payment of $*****.

  We ask the customer to please email us directly if he has further questions. Again, our apologies.

  Customer Answer

  Date: 02/28/2023

  
  
  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,
  
  
  
  Alex *****

• Initial Complaint

  Date:02/07/2023

  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.

  We joined Genesis last Nov. 2022. ***** ******** ********. My wife signed up for personal training lessons and pre-paid $****. for three months. (Nov. 15th,2022) for these training sessions. On Dec. 1`6th our Credit Card was charged $***. for the first month of lessons which were already paid for. We brought it to the attention of the club management thinking we would receive a credit on the card. After numerous calls and visits with the manager we were then told that a check would be sent and given numerous dates when it was sent in Jan. of 2023. We have still not received the credit. Knowing its not the local managers fault we attempted to contact Genesis ** ******* the corporate office. Again with no luck going thru all the voice mail prompts.. I just want the credit of $***. due since Dec. 15, 2022.

  Business Response

  Date: 02/09/2023

  Contact Name and Title: Ellice ******* Member Ser
  
  Contact Phone: ************
  
  Contact Email: *************************************
  
  We're so sorry for any delay refunding this payment. We have reviewed the account and see that we mailed the check on February 1st. We would expect it to be received by tomorrow.
  
  
  
  We hope the customer will let us know if he does not receive this payment by Monday and we will escalate any problems.

  Customer Answer

  Date: 02/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Still have not received the check. Again, we have been told multiple times since Jan. that it was in the mail. I have contacted ***** CC to dispute. Waiting to hear from them.

  Business Response

  Date: 02/16/2023

  We thank the customer for their feedback. It seems we did not have a current address on file and the check was returned to us. Meanwhile, the customer charged back the $*** from our bank and is now in the process of recouping the funds. We will not be sending another check since the customer has now disputed the payment.
  
  
  
  If there are further questions please feel free to email us directly.

  Customer Answer

  Date: 03/02/2023

  Not sure how you think they made a good effort..... I was told since last Dec. 16th......when they charged my CC $***. that i would be getting a refund.   Knowing how credits work i thought it would be done quickly.  Then I was told in Jan. numerous times that a check was in the mail?  funny how they had the wrong address.... just a delay to work with other peoples money and not ethical.    I am not upset with the local management ** ******** ****, but the corporate accounting and practices need to be reviewed.  ******* ** ***** ******** *** *** *** *** ** **** ****** *** ***** ***** ****.

  again i have disputed with my CC company and they have handled this issue quickly.

  Bruce