Complaints

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We recently visited Genesis Gym and were excited about joining. However, our experience with the gym's daycare was unacceptable. On July 24, during our sign-up process, our one-year-old son, *****, was left crying and unattended in a dark room. The daycare staff showed no effort to comfort him or contact us, despite knowing we were just finishing our registration. Instead, our older son,who is 2.5 years old, tried to comfort his brother while the staff did nothing. We arrived at Genesis Gym at 6:12 PM and picked up our children at 7:36 PM. My wife had to remind ***** that the daycare closed at 7:30 PM, as ***** did not mention it and my wife felt something was wrong. We had informed ***** and the daycare staff multiple times that we do not let anyone watch our kids and were very nervous about leaving them. ***** "checked" on the kids twice during our tour, and during the second check around 7:30 PM, she mentioned she could barely hear because a child was crying. We believe this child was *****. Additionally, we were not asked to sign any necessary forms or provide our contact information. This lack of basic procedure and documentation is concerning. The entire reason we considered joining the gym was for the childcare service, which would provide my wife a much-needed break during the day. This incident has left us deeply disturbed and disappointed. We cannot trust a facility that neglects the well-being of children in their care. We hope that the gym management takes this feedback seriously and implements necessary changes to prevent such occurrences in the future.

• Initial Complaint

  07/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  7/21/2024 Genesis Health Club—Sprague will not stop calling my phone number after repeated requests. This has been going on for years. Two years ago, I reported them for violating the do-not-call list. I have never been a member or signed up to be a member, nor do I desire to be. I am not sure how they got my number, but they will not stop. I shouldn't have to continue to request this company to quit calling my cell.

  Business response

  08/03/2024

  We apologize for the delay in responding to this complaint. We have removed the customer's phone number from our list so he will not be contacted again. If this does happen, please let us know immediately and we'll look further into the issue.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a six month membership to Genesis Health Club in Lawrence, KS. The circumstances of the transaction were fraudulent. I did not care for the health club or the management and when asked to continue my membership I said, no. By phone and in person. My membership ended in March 2024, I continued to be charged on my account for three months. I have called to complain. I have been told that they would take care of refunding me my money. No funds have been returned to me. I now have the money owed in addition to overdraft fees.

  Business response

  08/08/2024

  We apologize for the delay in responding to the complaint. We have no record of a request to cancel the membership as of April 1st and no further requests to cancel until she became very agitated with us at the beginning of June. We cancelled the membership as of 7.1.24 without requiring the usual 30-day notice.

  As a special courtesy, on August 2 we refunded the June and July dues payments for this member. Without proof of cancellation request before this time we are unable to refund previous dues payments.

  Customer response

  08/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: I requested my cancellation with the regional manager **** ******, himself. He is not being honest. I was also called by the local manager about continuing my membership. I said no! They then called my partner who also said no! They did not refund my full payment. I will not stop pursuing my fees until I receive the amount of my full reimbursement. 
  
  Sincerely,
  
  ****** ********

  Business response

  08/20/2024

  
  We're sorry for the delay in responding to this rebuttal. Our regional team once again reviewed the member's account and replied that she did not request her cancellation from the club manager personally. She requested it over the phone with the North Lawrence club. With her 30 day notice, she was only owed 2 months of membership dues, which she was refunded. 

• Initial Complaint

  07/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good morning, I have been trying to cancel my gym membership at Genesis health club since the end of February 2023. All of the documentation is provided attached in this complaint & you’ll see emails from me going to the management, as well as multiple responses from their portal online proving that since the end of February 2023, I’ve been trying to cancel this membership, this company has repeatedly continued to take out monthly payments from my checking account with the acknowledgment that I have tried to cancel this membership. They stated that I needed to come into a local gym in May 2024 but I had already been into the gym several times since the end of February 2023 trying to speak to a manager, but I was told they were short staffed & that they didn’t have anyone that could help me so I left my number three different times to no avail. You’ll notice in the visual voicemail & the audio voicemail from the manager at the Independence Mo., location admits he knew I was trying to cancel my membership back in February & admits it. All of the documentation is attached, if anything else is needed please feel free to reach out, I have reported them to the local news investigation team, after I saw all of the other complaints online with the Better Business Bureau for this company, it’s the same MO I I ultimately had to put a stop payment through my checking account which cost me an additional $36 so that they couldn’t charge me again in June. They continued to charge me $52.99 a month for the month of March, April, & May. And you’ll see the documentation shows proof that since March 2023 I have sent them a minimum of one notification each month as I noticed that they charged me and told them this was canceled. Why are they still charging me and they continue to do it month after month. Thank you for your time

  Business response

  07/11/2024

  We have been trying to work with this customer for some time.

  Our manager, ******, tried to contact her multiple times beginning in March after she reached out to us about not having any plastic key tags at the club. On 3.26 she emailed us with a request to enter her 30-day notice to cancel. ****** wrote that he left her a voicemail and texted her to attempt to help her with her account and let her know she would need to stop into the club to sign her cancellation request. 

  On May 3rd she emailed us again, requesting to cancel. Our team replied on 5.13 to remind her she needed to stop into a Genesis club in order to sign her cancellation request. On May 14th ****** emailed her and said he would accept an email cancellation as a special courtesy if she could return a signed request on a copy of her agreement. She did so, but dated the cancel request March 1st. Our regional manager, *******, tried to call her but her voice mail had an autoreply that stated ******** will have a very limited ability to respond to cell phone calls, texts, or emails through 5/1/2025.
  

  We waived the 30 day notice provided for in her agreement in a good will effort and canceled the membership as of 6.1.24. She requested refunds for April and May. Our regional manager was able to reach her and told her that we would not be able to refund prior dues payments since the cancellation was not duly executed until mid-May.
  
  We have reviewed all her attachments and stand by our original response.  Unfortunately, we will not be able to issue a refund on this account.
  

  Business response

  08/01/2024

  We thank the customer for reaching out and sharing her  concerns. We genuinely regret the frustration and inconvenience she's experienced regarding her membership cancellation.

  We take such matters very seriously and strive to ensure our communication is both accurate and transparent. I understand from her message and the documentation provided that there seems to be a discrepancy between our records and her experience, particularly concerning the voicemail and our attempts to reach her.

  If she would like to address this issue in person or over the phone, please let us know. Her feedback is valuable, and we are committed to improving our services based on her experience.

  Thank you for bringing this to our attention. We look forward to resolving this matter. 

  Customer response

  08/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Good afternoon,
  I would like to note the last response from Genesis stated that there was a discrepancy with what their corporate office has stated & what their management at the store level had stated to the BBB in regards to them not being able to respond to me " due to my voicemail not being set up" this was a blatant lie and had I not sent all the documentation in to the BBB they would have continued to lie.
  I'd like it known for the record that I submitted the voicemail transcript to the
  BBB proving that not only was my voicemail set up and their manager left a voicemail acknowledging that he knew I was trying to cancel my membership.
  I've attached all of the documentation and I have proven that they have lied repeatedly, & refused to cancel my membership for 3 months they then continued to charge me for those 3 additional months, & it took me having to place a stop payment on my account, which cost me an additional $36 to keep them from taking any more money from me.
  Their final comment states they would like me to reach out to them, my comment back is l've reached out to them repeatedly for months, which is all proven in the documents I provided.

  I've explained exactly what I wanted and that is my money refunded back for the months that they continued to charge me although Genesis knew I had canceled this membership multiple times, this has taken an unbelievable amount of time & energy.
  I'd like to note that you've done this to other people according to the Better Business Bureau website & that's unacceptable.
  This can be fixed simply by you refunding me my three months worth of membership charges that you continued to take from my account regardless of me continuously contacting for months.
  I've proven that not only did I cancel my membership and can prove it, but l've also proven that your management and corporate office has lied stating that they tried to contact me, but my voicemail was not set up yet.
  There's a voicemail from your manager, discussing the fact that he knew I wanted to cancel my membership (proven)..
  I've documented as well as proven that your management, and corporate office has lied.
  It's in black-and-white and on a recording.
  You need to simply refund the membership that you continued to charge me for months after knowing I cancelled it.

  You need to simply refund the membership that you continued to charge me for months after knowing I cancelled it.
  You have all of my information, and until you do so this will stand a formal complaint against your company. the amount is $52.31 X's 3 (refund the $156.93) you owe me and that's minus the $36.00 additional dollars I had to pay to keep you out of my account.
  The fact that you have written how important I am to you as a past member is clearly your attempt to continue gas light a consumer.
  I have taken it to the next level to report you on an investigation network news channel.
  To the Better Business Bureau thank you so very much for stepping in to hold companies like these accountable we appreciate you.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have attempted to cancel our family membership with Genesis Health Clubs since February. We were first told that one of us had to come in to request cancellation in person at a club. When ***** ******* did this she was told that the "Primary" person on the account had to come into the club in person. When **** ******* went into the club, she was told that it could be done online. When we attempted to cancel online we were told that we needed to pay the back balance. Once we paid the balance due we were told that the account would be cancelled as of June 1st. We have now received ANOTHER bill from the company. We have had MULTIPLE email conversations, phone conversations and in-person conversations to cancel this membership. We had previously been happy with Genesis Health Clubs and might have re-enrolled at a later date when time allowed but this experience has completely changed that viewpoint. At this point, we feel that Genesis is nothing more than a criminal organization taking us hostage to steal more money from us. We do NOT want to have to pay any additional money to this company.

  Business response

  06/05/2024

  We're sorry for the confusion about cancelling this membership and we appreciate the customer's feedback.
  We have removed the remaining balance on her account as a special courtesy. We will not contact her anymore about this membership and wish her all the best.
  

  Customer response

  06/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 2******** and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *** **** *******

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I (******* ***********l at the time) obtained a membership with Genesis in 2014/2015. I became hurt requiring surgery offsite and could no longer work out per doctors note (given to gym). Management said if I found someone to take over membership then I would no longer owe any money. I found someone who took over the contract (***** ****) and was released. I am now 9 years later being contacted by lawyers ********** *** *********) via mail to pay $1,916.14 or threatening court appearance This gym has numerous complaints online with similar issues. I'm hopeful you all can help stop the disorganization and threatening of previous customers who had been released of contracts. Thank you.

  Business response

  06/05/2024

  We're sorry for the delay in responding to this complaint. Our regional team looked carefully at the original membership and at the one which was noted as the transfer. 

  We saw that the original membership was sent to collections in 2013 and the transfer was begun in 2015. Unfortunately, we cannot request the account back from collections since the amount in 2013 is still owed.

  We thank the member for her comments. If she has further questions, she may email us directly or continue to use this site.

• Initial Complaint

  04/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 13, 2024, I spoke with an employee at Genesis Health Club, Leavenworth, KS. During the conversation I asked the representative to cancel my membership. He informed me that I was still required to pay for the month, a 30 day cancellation notice is required and I said, “That’s fine”, but he did say that he canceled my membership. On April 16, 2024, approximately 62 days later, I checked my bank account and I was still being charged for a membership. Requested actions: refund of any fees charged past my 30 day requirement from February 13, 2024, of $172.98. Membership number: *******

  Business response

  04/30/2024

  We apologize for any confusion about the customer's account.

  We reviewed her membership and found no notes or emails about a February cancellation request. In light of this, we cannot refund any payments made after that time. If the customer has any correspondence from us regarding this request we'll be happy to revisit her complaint.

  Meanwhile, we have set her membership to cancel before any further payments are drafted and we wish her all the best.

   

  Customer response

  04/30/2024

   
  Complaint: ********
  
  I am rejecting this response because: I have attached the call log from the day that I called Genesis in Leavenworth, Kansas. I don’t remember who I spoke with, but I do know that it was a male employee and I had asked for my membership to be canceled that day. The employee responded saying that my membership would be cancelled, but that I would still be charged for the month of February because Genesis requires a 30 day cancellation notice. I said that was ok and thanked him for the cancellation. I did not receive any confirmation of the cancellation, but I am positive that I canceled on that day of February 13, 2024. If Genesis can pull up their call logs and check for my phone number, they will see that I did indeed call. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in March I requested my membership be frozen. I requested 2 months as I was going to flight school. The product could not be used in North Carolina Nor in Washington DC. I have attempted to reach out to the business several times and they have yet to effectively communicate with me. I have been told the Regional manager has a busy schedule and that he will call at his convenience. I have sent emails to corporate and to no resolve. I just want my 82.61 returned and + 1 month due to black mold. I’m being told they are busy opening new gyms. The Vivion location has huge pot holes that caused a flat tire on my beetle and the building smells of mold. I should be asking for all of my money back since I was unable to use the facility due to the terrible conditions but as you can see they have failed to communicate. I have not used this amenity and would actually like to have 2 months instead of 1 since the mold has messed with my breathing and failure to freeze my membership.

  Business response

  04/26/2024

  We appreciate the customers comments and have reviewed her account with our regional team. We're sorry for any confusion about her responsibilities under the agreement she signed (attached).
  

  Per the club manager's contemporaneous notes on the account, the customer called to ask for a 1-month membership freeze on 3.13. As a special courtesy, we waived the 30-day notice required to reduce her dues payment to $10 plus tax in time for the 3.15 dues draft. During the call she said she may need another month. The manager let her know we would need to hear back from her by the very beginning of April in order to extend her freeze for April. 
  She called on April 15th, after her April dues were drafted, requesting a refund. The club manager explained that a refund was not possible since she had not extended her freeze. She called again on April 15th twice to request the refund through our member services rep and through our regional manager. We apologize that she was unable to reach the regional manager.

  
  We are sorry the customer has not used the facility recently and her feedback about the parking lot is appreciated. We have also investigated her comments about black mold in the facility and have not found any growths. Per her agreement, we are unable to refund any dues but have noted her comments.

  
  Her final dues payment was April 15th and her membership will be cancelled as of May 14th. We thank her for being a Genesis member and wish her all the best.

  Customer response

  05/02/2024

  Hello,

  As I have stated in my previous complaint the business has health issues within the establishment. I have not used the service due to these circumstances and also I was away and asked for the account to be frozen. The business has reached out to me and I have requested to speak with the supervisor of the Regional Director as I do not feel comfortable with the treatment I have received. They have offered the recording now that I have contacted you. I am willing to listen in on the call but would rather be assisted by someone who has not treated me as a problem rather than a paying consumer.

  Please help me to resolve this matter and all those who are breathing in mold. The environment is not conducive for business. 
  

  I should be refunded. They should be closed to fix their issues.

  Thank you

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife and I joined our local Genesis last year (I believe in October?) but it wasn't worth it for us. We cancelled our membership on March 7th, 2024. I paid $213.17 to pay off our last month and an extra $100 cancellation fee. This is on top of paying $111.32 on March 2nd as regular dues. Then on April 2nd, Genesis automatically charged our bank account $111.32. I first noticed that as a pending charge on April 1st. I called Genesis right away two different times and the issue was not resolved but I was hopeful that the charge would be cancelled before it went through. It was not. On April 2nd the charge posted out of pending and $111.32 was charged. I called Genesis back 3 times on the second and spoke to ******** the office manager. She was unable to help me but told me she would send a refund request to the home office. I have not heard back despite calling them 2 times on 4/1, 3 times on 4/2, then 9 times on 4/8. I was told that the request had been submitted and to call ****** back on Wednesday. On Wednesday 4/10 I called Genesis twice and asked ****** to include me on email correspondence with Genesis home office. I have not received an email and am tired of calling Genesis so I'm filing a complaint to try and get my refund. Thank you.

  Customer response

  04/23/2024

  I just got off the phone with Genesis, they said the refund request went in on the 18th and that it can take up to 30 days. They told me for sure that I would get the refund, but I still wanted to document it because of course I did. I also clarified that I wouldn't get charged at the beginning of May as well but I will still watch my bank account closely.

  Thanks

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company was specifically instructed to removes my credit card information from an account that they had on file, in December23/Jaunary24, this request was made in writing to a Mr. Morris Jones @ the business's Hickman Rd/Mill Civic location in Iowa. In February my account was charged again. On March 11, 2024, I paid in full any outstanding balance due to the company & canceled my membership. I was charged again, March 29th, 2024!

  Business response

  04/22/2024

  We appreciate the customer's comments and apologize for the delay in responding. Our regional team has tried to speak with her over the phone and left several messages with no return call.

  We understand that since the customer wrote this complaint we have worked with her on her children's account. We have now corrected the billing information on their account and are helping her with payments for the balance from last year. One of her children is still using the membership regularly. We're so sorry for the confusion about updating billing on their accounts when she updated her own and hope she will email us directly or through this site if we can answer further questions.

*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. ↩