ComplaintsforGenesis Health Clubs

• Initial Complaint

  03/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The contract the associate that showed me the contract told me I would not be paying a fee for signing up and would only be paying the 48 dollars for the gym membership. Instead the total came to 98 dollars for a single month as a member. I have filed for a refund within the 3 day limit currently nearly 3 weeks have passed and no refund has been issued. I am concerned because I called and an associate mentioned a concerning process for how refunds are processed. Specifically refunds are sent to corporate, they are all accepted en masse and then the owners freeze them to stop from losing money thereby delaying refunds.

  Business response

  03/25/2024

  We thank the customer for his comments and are so sorry for the delay in processing his refund.

  The refund was requested immediately upon the cancellation notification. We have now expedited it. The customer should see the joining fees and first month dues payments back in his account very soon. 

  We also apologize for any misunderstanding when speaking to our team members. We try to provide a positive experience for every member and take it seriously when we fall short. 

  If the customer wishes to contact us directly through our email, we'll be happy to answer any further questions he may have. We wish him all the best.

  Business response

  03/27/2024

  Again, our apologies for the delay in refunding the member. We have expedited the refund as best as we can.

  The customer should see those funds back in his account very soon. We will continue to monitor its progress. 

  Customer response

  03/29/2024

   
  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,
  
  ****** ******

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have attached my statement. Thank you. Summary: I signed up with Genesis (West 13th location ) in November 2023. I was led to believe it was on a month-to-month basis, as I stayed on the flier. I thought I was locking in the lower rate of $56.58/month instead of $82 per month. I tried to cancel over the phone back in December 2023. I was told I would need to come in. Due to my mother's recent medical needs, I was not able to go in until February 16 2024. I was astonished to see that I would have to pay a $100 cancellation fee. They made me feel horrible when I came to cancel. They tried to manipulate me into continuing my membership. I said no and just went ahead and signed the form so I could get out of there. The process wasn't explained to me well at all. I really feel swindled. Also, the salesman tried to rush me through everything and wanted payment that day. I had left my wallet at home by mistake. So he asked me to pull up my account information online. I was only able to pull up my credit card online. So that's the one he used for automatic withdrawals. He didn't even see it or my driver's license. They did not follow through on what was stated in the flier. I don't feel I owe them any more than I've already paid. I did notice there was not a December payment on my credit card invoice Therefore, the $100 cancellation fee should cover it. There is major discrepancy in charges. This is a big scam in my opinion.

  Business response

  03/22/2024

  We thank the customer for her feedback. We're sorry for any confusion about her membership.

  We have attached the 6-month agreement she initialed and signed and have to assume she understood what she was signing before doing so. We did receive the December 2023 dues after she told our employee to run the payment again on 1.5.24. Per her agreement and cancellation doc, the customer was responsible for three more months which have not been paid.  As a gesture of good will, we have now waived that past due amount and have cancelled the membership in good standing. 

  Again, our apologies for any confusion. We are reaching out to her directly to offer one month at no charge if she decides to return to Genesis in the future. Meanwhile, we wish her all the best.

   

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am having a billing issue where I have been charged on an account that I requested not to be charged on. I went in and filled out a form to switch to a credit card well before automatic billing would’ve occurred and I was charged anyways on the wrong account. I have called to request assistance and attempted to work with a lady named Jada at the West Wichita location and she has given me the runaround for over two weeks never calls me back and refuses to let me speak to anyone else to help resolve my problem. I am absolutely in the right and all I want to do is have a refund on the account that should not have been withdrawn from.

  Business response

  03/15/2024

  We thank the customer for her comments and apologize that we missed changing the payment method back to credit card instead of checking account. 

  We need confirmation from her that she wishes to have us charge the card on file ending in **** with a **** expiration date. Once we have authorization from her to charge that card we will do so and immediately request a refund for the checking account charge. 

  We do want to make sure she understands that in changing from checking account draft to credit card draft the member will lose her $7 monthly discount. Once we have her confirmation we'll take immediate action. Again, we're sorry for the delay and inconvenience. We'll be happy to receive an email directly from the customer or a reply through this site.

  Customer response

  03/25/2024

  ***** was able to get me taken care of and I greatly appreciate her immediate response and assistance. This issue has been resolved and I am very happy and grateful she helped!!

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have repeatedly gone in to cancel my account and I keep getting money taken out of my bank account. Each time I call to complain, they tell me this will be the last time they will charge me and a other month comes airing and the take my money again.

  Business response

  03/12/2024

  We thank the customer for her comments and apologize for any confusion about her membership. Please see attached agreement and cancellation request that were both signed by the customer. We must assume that she understood her responsibility when she signed these documents. 

  As a courtesy, we waived the 30-day notice on the cancellation request. Her final payment was to be 3.1 but we allowed her cancellation for that date instead. Our regional manager spoke with her about her refund request. She now understands that, based on her agreement and notes, there will be no refund. However, we have offered her 2 free months of membership if she decides to come back to us in the future. 

  We are happy to answer any further questions she has and wish her all the best.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In November, I spoke to two different representatives of Genesis Health Clubs at their Lee’s Summit West location in Lee’s Summit, Missouri regarding the cancellation of my membership. I had no ill will at the time; a friend of mine had opened a gym two blocks away and I wanted to support them. The second person, ******* the manager, informed my that my last charge would be in December. This was fine as it is in their terms. I was charged again in January and reached out to the same location. ******* informed me she would look into it and get back to me. She did not. I reached back out with no return in communication. In February I was charged again. I reached out to the location I originally signed up with; the Ward Parkway location in KCMO. The assistant manager helped me over the phone and advised that his boss would call me back later that day. He didn’t. Nor the next. I reached out again and finally received a called from ***** *****, the regional manager. After a lengthy discussion in which I was able to describe in detail each person I spoke with in person, including the clothes they were wearing and the cancellation process down to the final charge, and after sharing email based communications I had with ******* prior to the February charge, ***** informed me that he would not be issued a refund for the months I was charge for past December because he wasn’t going to just take my word for it. This was, again, after provide detail and context around in person conversations and email communications. I am simply asking for the January and February dues to be refunded. I have not returned to a Genesis location since cancelled because, as mentioned, I cancelled the service IN NOVEMBER. I did not use the service they ere illegally charging me for. I would like the $92.28 I paid over those two months to be refunded.

  Business response

  02/28/2024

  We have reviewed the customer's complaint with our regional team. The manager, ******* wrote:

  Member called into my club to cancel and my front desk left me a message. I called him and he did not answer so I left him a voicemail mail saying if he wants to cancel he will have to come into the club to cancel, or go to any GHC closer to him. I said that his last dues payment will be December if he signs his cancel doc by November 30. I noted the account on 11.6.23 after I left the voicemail. He never came in and canceled.

  We have now cancelled his membership with no future payments owed. Unfortunately, we cannot refund him for January and February because we have no written confirmation of a previous cancellation request. If the customer happens to have a signed copy of a November cancellation doc, we will be happy to review the account again. 

  Meanwhile, we're happy to respond to any other questions he may have and we wish him all the best.

  Customer response

  02/28/2024

  I can tell by the tone of the response, this was written by regional manager ***** *****. I never spoke to ***** until this last week. Regarding the manager from the Lee’s Summit West location, he left me a voicemail stating I needed to cancel in person. I went into the club, during before 5pm, and spoke to another teammate who was unable to process a cancellation due to the limitations of his role and advised me that the manager was busy and would call me later. He did. Then advised me he would cancel the account and I would be charged one more time in December. Then I was charged again in January, address the issue with the club. Then charged again in January. This was in November. Whoever wrote this response, again I’m assuming it was *****, is outright lying at this point. I will take further action if they do no rectify this issue and address the integrity of their team. Imagine lying to try to cover your butt over $92.

  Business response

  03/04/2024

  We're sorry the customer feels that he has been lied to. Our regional team reviewed the account again and has not found the required signed cancellation notice, nor any documented conversation stating that a manager would go ahead and cancel the membership.

  As a courtesy, we are ending the membership effective 3.15.24 with no further payments. However, we are unable to refund the member for previous payments. We wish the customer all the best.

   

  Customer response

  03/05/2024

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

  Again. The reason you aren’t finding the required documentation is because your club level employees didn’t do their jobs. This is unacceptable and, frankly, pathetic. And I provided more documentation from my conversation with ******* in January so at the very least, the February charge should be refunded. I am absolutely disgusted with your criminal behavior (theft) and your outright lies. I don’t “feel” like I was lied to. I was lied to in reality. In the real world. The world that you think you can just screw with customers in. I promise, this isn’t over. I’m am going to reign hell down on everyone involved.

  
  Sincerely,
  
  ****** *********

• Initial Complaint

  02/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  The business called me a month ago and I cancelled over the phone, now they are saying I didn't cancel and they are going to charge me another months payment on February 15. I finally signed in writing that I wanted to cancel, but this business practice is shady at best, criminal at worst.

  Customer response

  02/15/2024

  They officially just charged me for a service I haven't used and cancelled with someone/exit interview before the middle of January.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was new to location went into the Genesis in Salina, KS a person who identified themself as sales rep sold me a 6-month membership, I gave a check paid in full of agreement this was 6 months only this sales rep was new agreed but said I must give checking account information. I should have known but gave it to him. after about 10 months I discovered a full price being charged to my checking account. Contacted manager ***** ****** who agreed to help. Tonight 1/25/2024 got call from Carmen trying to sell me another 6-month membership. When I said not interested, she said the company might contact me reference 2 months owed. This was a retaliation for not signing up again. Totally illegal action I choose not to sign up and don't want to be bothered by this company anymore. I choose not to join this club again due to false information and no support in doing the right thing.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Went into a contract with Genesis for a one year membership. In section four of the contract the renewal policy states "At the end of the Initial Term of this agreement, the membership will be automatically extended on a month-to-month basis unless we receive at least 30 days written notice of your cancellation of the membership. My contract was sent to end 9/30/2023 and I delivered a written notice to cancel my membership via mail on 7/29/2023. Genesis continued to withdraw membership fees of $80.46 on 11/1/2023 and 12/1/2023 after the term of the initial contract. I reached out to see if I could get a refund for the $160.92 they withdrew from my bank AFTER the term of my contract. They claimed they never received the notice and could only refund $80.46 and keep the other $80.46 as the 30 day notice. I sent an email requesting a full refund of the $160.92 because I did everything I was supposed to do to cancel my contract. I have not gotten any communication since.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  For a facility that is supposed to be associated with health and wellness, Genesis has caused me undue stress and despair. I feel that I have been treated dishonestly and taken advantage of for the amount of at least $400 by this location. The trainer that I had signed up to work with left Genesis. I contacted Genesis to ask for my remaining sessions to be refunded as the person I had signed up to work with was no longer with Genesis. Once I was able to access my account , I saw that I had been charged for a session that had been canceled despite being told it was an error and would be fixed. I also saw that instead of using the three free beginning sessions available in my account as promised when I signed up with Genesis, Genesis skipped over those and went straight to paid sessions despite the three sessions being marked as available. Every attempt I have made to amicably resolve this situation has been met without resolution and with pressure to sign up for even more personal training sessions even though I stated in my original query and every correspondence since that I do not wish to continue personal training with Genesis at this time. When attempting to resolve this situation and find out why the promised free sessions were not utilized before I was charged/why I was charged for canceled sessions, I was told that I had agreed to a “no refund policy” when I signed the personal training contract. When I asked for a copy of the contract as I did not recall signing one, they emailed back that I actually did not sign one after all, but that they still would not provide a refund for either the session that they charged me for that did not happen nor the sessions that I was charged for even though there were free sessions in my account. I have been told and have read in other genesis complaint forums that multiple staff members do have the ability to provide refunds to accounts or via checks, so again I am led to believe I have not been told the truth.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been dealing with this for a couple of years. I contacted Genesis Corporate this year and last year. Corporate tried to help but said my issue with training had their own department. I contacted head of training and left a message, but never received a call. Last year, they told me they don’t refund training fees. I joined Genesis and had an injured shoulder and was talked into letting the trainer heal it as she had worked with injured shoulders before. She tried, but my shoulder only got worse. I stopped training due to pain. I ended up having surgery to alleviate the injury and pain. I explained all this to the training manager but he said no refunds. I feel I was tricked into signing up for training. I am in my 60’s and was in a lot of pain and feel they deceived me. I was just signing up with a membership to get on the bicycles, but the agent heard I had a hurt shoulder, he told me his trainer could heal it. I try to let it go, but I feel I have been wronged. Any help you could me, would be appreciated. This was at the Genesis on **** ****** ** Wichita, KS Thank you.

  Business response

  01/23/2024

  We received a response to the customer's complaint from our regional fitness manager. He also emailed the customer directly.

  We are  sympathetic to the customer's situation but we make no claims of our programs promising a specific result or the ability to heal injuries. Since the package was used and the membership terminated, we stand by our no refund policy.

  We take all complaints very seriously, however. Should the customer choose to give us another opportunity in the future, we would love the chance to provide her with a better experience.  

  Customer response

  01/23/2024

  Hello BBB,

  All of my reasons for not accepting the companies resolution was not in the last message you sent me. Was there a limit on words or did I go over the 30 minute time limit?

  Thank you, 

  ****** ***********

   

   

  Business response

  02/03/2024

  We are  sympathetic to the customer's situation but we make no claims of our programs promising a specific result or the ability to heal injuries. Since the package was used and the membership terminated, we stand by our no refund policy.
  
  

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