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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/24/2023

      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.
      I canceled my membership to Genesis Health Club in September 2022. I've called their corporate office to do this. I told them I wanted to cancel and they said they couldn't do it (seems odd?!) and that I would have to go to the local club to cancel. I tried to do this twice, and each time I went I was told there wasn't management there who could do the paperwork. I don't have the time or patience to continually call or visit their club to cancel a membership I don't want or use. Payment was stopped through my bank and I haven't stepped foot in the club since September. YET they keep calling and sending correspondence that I owe them $******. I don't owe them anything. This club is borderline deceptive in their practices and definitely understaffed and ill-equipped to carry out basic functions like canceling a membership...and then they have the audacity to send "notices of default". I'm done dealing with them. The membership is canceled no money is owed.

      Business Response

      Date: 02/20/2023

      Business Response /* (1000, 5, 2023/01/25) */
      Contact Name and Title: Ellice ******* Member Ser
      Contact Phone: ************
      Contact Email: *************************************
      We thank the customer for his comments and apologize for any confusion about our cancellation policy. We're very sorry he could not be helped when he came to the club to cancel.

      As a courtesy we have now waived his remaining balance and cancelled his membership. We thank the member for coming to Genesis and wish him all the best.


      Consumer Response /* (2000, 7, 2023/01/25) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you for the quick action.

    • Initial Complaint

      Date:01/18/2023

      Type:Customer Service 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.
      The showers in both the women's and men's are very dirty and in the men's showier area out of 5 showers one shower works and it has been this way for several months. The manager has no authority to spend money to fix it, he says because Cooperate does not want to spend the money for repairs.

      Business Response

      Date: 02/14/2023

      Business Response /* (1000, 5, 2023/01/25) */
      Contact Name and Title: Ellice ******* Member Ser
      Contact Phone: ************
      Contact Email: *************************************
      We appreciate the customer's comments and apologize for any inconvenience.

      Our regional manager has spoken to the club maintenance team who showed him that we will need to break into the tile to replace some copper feeder lines, since there is no outside access.

      We intend to complete this project as soon as possible but do not have an accurate timeline as of now, unfortunately. It is a priority.

      Again, our apologies for the inconvenience. We do appreciate the feedback about the cleanliness of the shower area and will use it to get better.

      Please feel free to email us directly we can be of further assistance.

    • Initial Complaint

      Date:10/22/2022

      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 moved in August to ************* from ******** where there is no gym membership. I had contacted the gym in *********** in ***** to cancel my membership since I no longer live in the area. Greg said I would just need to send my lease or some document proving my recidence change. I did that and verified with him that August would be my last bill as to where he replied yes. And since then I was charged twice on September 15, 2022. And again on October 15. I need my refund of $***** and my membership to be cancelled like I was told.

      Business Response

      Date: 12/07/2022

      Business Response /* (1000, 5, 2022/11/01) */
      Contact Name and Title: Ellice ******* Member Ser
      Contact Phone: ************
      Contact Email: *************************************
      We thank the customer for her comments and apologize for missing the correct cancel date.

      We have processed a refund for $***** which the customer should see back in her account within 10 days.

      Again, our apologies. If customer wishes to contact us directly she may feel free to use use email attached.

    • Initial Complaint

      Date:10/11/2022

      Type:Sales and Advertising 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 won a 6 month free membership to Genesis Health clubs from the Radio ( formerly **********, currently **********) and I was ecstatic. I get there and they have me sign a contract, not telling me that it was a year contract with a "discount each of the first 6 months making it free" vs the 6 month free membership I won. I start using the facility on ********* and I was approached about free training sessions so I agreed and completed the three free, after those the personal trainer sat me down and went over pricing, I was hesitant **************************************** at the time and he stated that we could do a couple and that if I didn't like it or couldn't make it anymore that I wouldn't have to pay the remaining sessions.

      I was no longer able to go to the gym so I cancelled my membership and they ended up suing me for about $**** for the remaining contract AND the personal training. It has earned **% interest apparently since this all started and the value is at over $**** currently. They are garnishing my wages now simply because they lied, they lied about the 6 month free membership and the personal trainer lied that if it didn't work out after a couple sessions I would not have to pay the remaining. I made all of this very clear, ************************************************ and could not afford to be locked into a contract.

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 8, 2022/10/24) */
      We're sorry for any confusion about the customer's membership. Unfortunately, we no longer own this account as it was forwarded to a third party for collections in 2016. Per her complaint, it seems that the account has become a legal matter and there is nothing more we can do.

    • Initial Complaint

      Date:09/01/2022

      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.
      Genesis health club took over the ********************* downtown *********** ********. I never signed a contract with them and I was told that I could discontinue my membership at any time. When I decided to do that they told me I had to give them 30 days notice and now they keep sending me a bill for $**, which I will not pay. I signed no contract with this company and they have no reason to keep bothering me.

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 5, 2022/09/01) */
      Contact Name and Title: Ellice ******* Member Ser
      Contact Phone: ************
      Contact Email: *************************************
      We have reviewed the member's account and apologize for any confusion about the transfer of her membership to Genesis. When we purchased her club, per her original agreement, her membership was automatically transferred to us. Her original agreement provided for a 30-day written notice so that is what we adhered to when she came to cancel.

      We have now cancelled her membership as of 8.20.22. Her final dues payment of $***** remains payable but we will be happy to remove the extra $** late fee if we can help her close her account in good standing soon.

      Meanwhile, she is free to contact us directly at the email attached and we'll be happy to answer any further questions she may have.

    • Initial Complaint

      Date:08/05/2022

      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 purchased a monthly membership for my daughter and family to last 6 months. After six months we cancelled the membership. I keep having to dispute charges on my credit card. They won't quit charging my card even though we have cancelled in person, and in writing. I emailed their customer service department but they won't respond.

      Business Response

      Date: 09/13/2022

      Business Response /* (1000, 5, 2022/08/08) */
      Contact Name and Title: Ellice ******* Member Ser
      Contact Phone: ************
      Contact Email: *************************************
      We thank the customer for her comments. In order to find the membership she is referencing we need her daughter's name, please. She may reply directly to us using the email attached or respond here. Either way, we'll be happy to help.

    • Initial Complaint

      Date:07/28/2022

      Type:Customer Service 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.
      Hello.. I am a member at Genesis Health Club .. This location is in ************** at the ******** area.. I have told management that the equipment is not safe to use . This was 3 weeks ago and nothing has been fixed. Example: some of the cables on the machines are broke and have been for weeks, also some ropes are very worn and can break at any time ..This is a big safety concern do to the people using the equipment.. There are a lot of weights being used and if the equipment isn't safe to use people can and will get hurt . I am asking you to contact Genesis and have this resolved before there is an accident.. Again I go to Genesis Health Club .. Location is ******** area in **************.. Thank you for your time.

      Business Response

      Date: 08/19/2022

      Business Response /* (1000, 5, 2022/08/04) */
      Contact Name and Title: Ellice ******* Member Ser
      Contact Phone: ************
      Contact Email: *************************************
      We thank the member for his comments. Our club manager will reach out to him directly if he hasn't already done so.

      Regarding some of the member's specific feedback, we do have one seated cable row that is broken with an out of order sign on it. We are working with the head maintenance person in ***** to get that fixed soon. Other than that, some of the cable rope attachments are getting closer to the end, but still definitely have life in them and we have 2-3 brand new ones ready to go as soon as the existing one get bad enough.

      We encourage the member to contact us directly at the email attached if he has further questions.


      Consumer Response /* (2000, 7, 2022/08/07) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you for responding to the situation. The Staff you have are really Great. I love going to this gym because i get a great work out in a short period of time and i would definitely would want others to join this gym. The Staff explained to me the situation and i at which wasn't aware. I do apologize for any any inconvenience.

    • Initial Complaint

      Date:07/27/2022

      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.
      I canceled my membership 30 days in advance like agreed. They just keep charging me and now they say I owe ******. I stopped using that place and have never set foot in there business since canceling my order.

      Business Response

      Date: 08/16/2022

      Business Response /* (1000, 5, 2022/07/30) */
      Contact Name and Title: Ellice ******* Member Ser
      Contact Phone: ************
      Contact Email: *************************************
      We appreciate the member's follow up. Upon reviewing his account, we have now removed the past due balance and have cancelled his membership with no further charges. We thank him for being a Genesis member and hope to see him again when the time is right.


      Consumer Response /* (2000, 7, 2022/08/01) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you very much.

    • Initial Complaint

      Date:07/23/2022

      Type:Sales and Advertising 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.
      Genesis bought this location from **** where I was actually a member at. Apparently they acquired my contract as well and have been charging me for an account that I have had no access to. When I contacted them to cancel my account I was told I have to go into the gym to sign a sheet to cancel my membership. When I went into the gym I was told their system is down and they cannot do anything, but also while speaking to the apparent "manager" they said there is a cancellation fee without notifying them a month in advanced. I never wanted a membership with Genesis Health Clubs and I will not pay them a cancellation fee. I emailed the address that they wanted me to in order to settle this issue first but never heard back so this is my last resort. My wife will be filing a complaint as well as she has had the same experience as me.

      Business Response

      Date: 08/16/2022

      Business Response /* (1000, 5, 2022/07/30) */
      We thank this member for his notes and apologize for any confusion about his ****/Genesis membership.

      According to our records we received a call from him on 7.11.22 requesting cancellation of his membership. Per his **** agreement there is a signed 30-day notice required to cancel. We have now entered his notice as a special courtesy and his membership will be cancelled as of 8.15.22. There will be no more dues payments owed on this account.

      If this member would like to email us directly at the address attached we will be happy to enter his wife's 30-day notice from the date of email. Meanwhile, we thank him for his comments and we wish him all the best.

    Genesis Health Clubs is NOT a BBB Accredited Business.

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