Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Several days after the snow this business did not plow snow . Several club members cars got stuck in the lot . The gym not only did nothing to help. Corporate answered the phone and laughed when I told them. This costed several members time and money to get cars out . I have videos . I want to cancel my membership and get a refund for the month I paid for that I will not use. There were no signs up warning anyone from pulling in the lot

  Customer response

  01/09/2025

  They called and pretended to offer me a solution but it would have costed me the same amount as an early termination fee and threatened me with corporate lawyers they said they are too big for me to fight and bbb cannot do anything for me please help 

• Initial Complaint

  11/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Genesis keeps calling me and emailing me about a balance for service that I've asked repeatedly to terminate. I stop using their services on July 25th and asked the Manager to cancel my contract. They keep invoicing and trying to charge an account that does not exist anymore and they keep adding charges. Now they are threatening to send the bill to collections. Please help stop this company from harassing former members for no reason.

  Business response

  11/15/2024

  We understand the customer's complaint. We had numerous communications with him about his cancellation request beginning on 7.24.24. Our team spoke with him on 7.26 and he decided to freeze his membership with the 30-day notice required instead of canceling. The freeze began 9.1 and was set to end 6 months later. 

  On 8.23 the member notified us that he would pay his past due balance online. His account continued to carry a balance, however, and on 9.12.24 he responded to our email stating that he was frozen but had now moved away. We requested a proof of move to waive the 30-day cancellation notice. Email from Kris K. from 9.17 below:

  Dear ******
  I hope this message finds you well.
  I understand you have recently moved, and I'm here to assist with your account concerns.
  As requested, your account is currently on freeze. However, please note that this freeze operates on a 30-day notice period. Given that your request was submitted on July 25th, the dues for August are still applicable.
  To facilitate waiving the 30-day notice period for cancellation, we kindly request that you provide proof of relocation, such as a bill or lease agreement showing your name and new address.
  Additionally, we will ensure that all service charges, totaling $40, are waived.
  Please ensure your account is current to proceed with these adjustments. If you have any questions or need further assistance, feel free to reach out.

   

  The phone number we had for him was incorrect. We continued to email and sent 3 letters without response until 10.29 when our club manager, Dave H., noted the account that he refuses to pay his past due balance. We completed our normal collections process on 10.30.24 and cancelled his membership with no further contact after reviewing for transfer to our collections agency. We did not transfer the account. 

  We're sorry he feels that we erroneously contacted him about his balance. We wish him all the best. 

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My 1-year contract with Genesis Health Club in The Villages, Fl ended Oct 31. However, since signing it one year ago, I forgot that membership cancellation requires that one notify the club 30-days in advance, apparently even if the contract is ending. If not, membership continues month-to-month until the 30-day notice is satisfied. Upon realizing my oversight, I contacted Genesis, both local and corporate offices and asked for a reimbursement for November and that my membership be cancelled. Neither would honor my request. Both gave me a hard sell to come to the club to cancel in person. Also, I will be charged for December since I did not notify them of my desire to cancel the membership before December 1 billing. This is extremely poor customer support for someone who has been a member for one year and faithfully paid dues promptly each month. It is greedy. They have no flexibility in honoring a customer's request to remedy an honest oversight and make the customer pay a two-month penalty for that.

  Business response

  11/19/2024

  So sorry for the delay in responding to this complaint.

  All of our memberships auto-renew at the end of each term.  We also have a 30 day notice at the time of cancellation.  This is clearly depicted and bold on the front page of our contracts and in fact each member must initial acknowledging these facts at the time of enrollment.  We have the agreement signed and initialed by the customer (attached) and have left several messages in an attempt to find alternative solutions for her.

  We continue to reach out in hopes of helping her soon.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Signed up in August for 6 months. I also signed up for personal training. It took me a while to figure out my schedule in order to fit in and I told the personal trainer this plus we were going on vacation. Well when I got back I looked on the member portal and the personal trainer used by times without me showing. She also never told us about the cancelation / no show policy and during this period I got sick as well but did let her know. I didn't know about the show policy until I went to cancel with the gym. They stated that I would have to go in person with $200 to cancel the gym membership when I called. I will let it go to collections and dispute as I wrote corporate of the situation. They are not very informed consent minded or explaining it at all but rushed to have us sign up. Bad practices for a business. Sun was always in my eyes with the cardio machines when I went, Showers just had a plastic sliding curtain and not very modest with some of the other gym goers not even shutting the curtain when they shower. Sauna area in the women's side only worked once while I went other then that it was out of order.

  Business response

  11/05/2024

  We thank the customer for her comments. We're sorry for any confusion about cancelling the membership or our personal training policy.

  We  reached out directly to the customer. She has now provided the $100 early termination fee and her cancellation request has been processed. Her membership has been cancelled with no further charges, but she may use the facility through 11.30.24.

  We apologize for the lack of explanation of the personal training no-show policy. Although we assume all members read any contract before they sign or initial important sections, we should have explained that more thoroughly in the beginning as well.
  
  We were unaware of the shower curtain issues in the women’s locker room. Our regional manager had the curtains inspected and asked a few members who did say they were a little too “see through.” We addressed the issue immediately and have brand new ones to install today. We are sorry the customer felt uncomfortable in the locker room area and  wish we had a chance to improve this much sooner. We appreciate her letting us know, however,  so we could address it, as we are sure she isn't the only member who has felt that way.
  
  Looking at the time frame the member joined,  she is 100% correct the steam room was down for approximately 30 days from Aug 1st – 30th, as we were waiting for new heating elements. We know this can be very frustrating as its an amenity that gets utilized a lot by our members and we are hopeful that we have addressed the issue and will be able to maintain it in a timely manner moving forward.
  
  Again, our apologies about the experience she had with us. We hope that maybe some day in the future she will consider giving us another opportunity. Meanwhile, we're happy to address any further concerns directly or through this site.

  
  

  Customer response

  11/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is adequate to me. However the lack of refund for unused personal training package of $300 after cancelation was never explained nor was we given time to read any contract with the personal trainer. The meeting with her was rushed to get the package started and nothing was explained. This should be explained by the business before pressuring consumers to sign.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As a prior member, they had my credit card on file. With no services rendered they charged my card $228. I have tried repeatedly to resolve it with them. I would like the amount of $228 plus interest since they charged my card on 8/7/2024. Interest is 21.24% APR divided by 365 days per year = 0.05819178082 per day x 228.00 = .132677260274 cents interest per day until paid. Documentation had been submitted to them via email, plus I met with them in person. Copied from my credit card (they have more of the snapshot as prior submitted) 08/07 GENESIS HEALTH CLUBS 63 913-6488077 KS 228.00

  Business response

  10/28/2024

  We apologize for the delay in responding. Our team located the payment which was incorrectly charged to to customer and we refunded it to the customer's account on 10.22.24.

  We thank the customer for her comments and wish her all the best.

  Customer response

  10/28/2024

   
  Complaint: ********
  
  I am rejecting this response because: They did not pay the interest.
  
  Sincerely,
  ******* **********

• Initial Complaint

  10/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My family signed a lifetime contract nearly 15 years ago. This summer, my mom tried to pay for our whole bill, but they said mine wasn’t due yet. Turns out it was, and they’ve since voided my account and increased my rate by an additional $35 a month. I was never notified that my contract was due, and they even admitted that they sent the notification letter to the wrong address. They also stated that I would’ve only had 3 days to renew my contract. The higher ups refuse to return my calls, stating that the VP of Sales “doesn’t talk to customers”, but they won’t let the regional managers restore my account. We’ve had a membership for 15 years.

  Business response

  10/15/2024

  We appreciate the customer's request to reinstate her original pricing. We apologize for any confusion about our renewal policy.

  Our regional team has responded:

  The customer had an agreement with 24hr fitness which we continued to honor after we purchased that club. The most recent renewal notice was sent to address on file but the member didn’t update address with us when she moved and the letter was returned.

  Each member is aware of when their annual payment is due. It is their responsibility to make sure they renew within the 3-day window if they wish to continue with  their 24-Hour Fitness rate.  After that window closes they are not eligible for renewal at their former rate.

  When we spoke to the customer over a month after her membership expired we offered her a highly discounted membership based off our current rates, but she declined. We're happy to answer any further questions she may have. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I had a gym membership that required a 30-day notice to Cancel. I went to the gym on 7/29/2024 and requested a cancelation I was told to fill out a form and when I questioned the desk attendant (******** ) she stated that it was the correct form even though it did not state cancelation on it. I trusted being the customer (who am I to question the company ). I still was changed on 9/1/24 and received zero emails with my receipt as I always have received since I joined on 2/28.2022. I called and no one returned my call even though I left a detailed message for ****** in the billing dept. I called again and she reported to me that I filled out a change of address not and notcancel form, When I said that was what I was given she stated that there "is just one form", but I didn't write cancel on the bottom. Again as a customer how would I know that? If I was supposed to when they checked the form to make sure I had my account on the form why didn't they request that from me then? Then checked and said, "you are good". Well, now they are telling me that I am not canceled. They will not let me speak to anyone higher in the cooperation and I will quote ******* the facility manager, "No one will call you back!" "You filled out the wrong form. We won't charge you again." Suddenly I don't need a form going forward. No one can call me back and explain how I was wrong and they were right? This company needs to be stopped from blaming customers for a bad policy. One form for both change of address and cancel with nowhere to state the difference????? Please help

• Initial Complaint

  08/27/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I cancelled my gym membership and they informed me that I needed to cancel at least 30 days in advance to avoid paying an extra month. When I signed up for the membership I was told I could cancel anytime. The biggest issue here lies in the difference between this membership, and just about any other membership space. For example, when you cancel a streaming service, you get the rest of the month that you paid for, but not charged for any renewals in the next 30 days. This seems to be an unethical business practice that Genesis is engaging in to grab an extra months payment from unsuspecting customers.

  Business response

  08/28/2024

  We understand the customer's feelings on the subject of the 30-day notice requirement for cancelling his membership. Our club manager spoke to him yesterday about it but we're sorry he still felt his complaint was unresolved.

  The member's initialed and signed contract plus his signed cancellation request are attached. We have to assume he understood what he was signing. We believe he will find that most fitness facility memberships adhere to the 30-day notice as a matter of policy.

  Although we cannot waive the September dues payment, we appreciate his comments and wish him all the best.

  Business response

  08/29/2024

  We have revised our response after further review of the customer's account.

  All our agreements have a 30 days cancellations notice.  This is clearly denoted in bold letters on the front page of our membership agreements AND require the members initials acknowledging the 30 days notice. 

  However, in our desire to provide *** ******* the best experience possible, we will waive his last monthly payment.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Same issue as hundreds of others here. Tried to cancel over the phone, had to come into the club multiple days to finally get in contact with the "manager". Filled out a form to cancel and turned it in. A few months later, and they're asking for the accumulated balance with "no record" of cancelling.

  Business response

  08/15/2024

  We're sorry for the delay in responding to this complaint. 

  We reached out to the customer and have resolved by removing his past due balance and cancelling his membership. We wish him all the best.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My membership ID: ****** I signed up Platinum membership for myself and the family to play tennis without additional charge at ****. That’s what I was promised and the agreement states so. As I try to book an indoor court, the club wants to charge us a fee. This is a scam. I would like all my membership fees to be refunded from Day 1, I have not been able to take advantage of Platinum membership at all for the intent I had signed up for. I am very disappointed with your system that is not transparent to the customers.

  Business response

  08/10/2024

  We apologize for the delay in responding to this complaint. Our regional manager spoke directly to the customer about her feedback. We have offered her 3 free 1-hour court reservations and have put her in touch with the club tennis director. 

  The customer seems satisfied with the outcome. We're happy to continue helping her either through this site or personally at the club.

*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. ↩