Customer ReviewsforGenesis Health Clubs

I have been having an ongoing issue with Genesis, going on 5 months now with being overcharged. I cancelled my son's daycare on December 4, 2023, and was told that I was one day within the 30 day window so I had to pay it for December, and January still. Whatever. Fine. February comes, I'm still being charged for the daycare package. I go in and ask for a refund, but they can't do that. They can only make me wait, another 30 days, to get my refund in the form of a discounted month for the following month. Whatever. Fine again. It's a matter of $30, so this complaint is really more about the principle of business ethics. March comes, still the wrong amount, no discount. I go in, again, on March 3rd (almost a month ago), ask for an update and clarification and correction. I ask for a refund at this point, I don't want to wait for another month for this refund. Well here we are, one month later, this refund still has not been processed to my bank account. I'm done with Genesis. This experience has been ridiculous - I'm not even going to mention the cleanliness of the gym since Genesis took over, either. Find anywhere else to work out at.

We're so sorry for the delay with the refund. It has now been processed. Our regional team has tried to speak to the member but we have not been able to reach her. Again, our apologies.

You guys are disgusting in Maitland, FL. Now you’re scrubbing reviews and complains. This racist behavior needs to be dealt With and everyone need to be fired including management and held accountable for the failure to protect your clients’ safety and security. This should be illegal how you’re taking away informative reviews

We do not have a member or guest by this name and cannot verify any interaction. With more info we'd be happy to help.

The most horrific customer service experience I have ever had. My father died in Sept of 2023 and my mother was diagnosed with breast cancer a month later. I attempted to call this location AND the North Overland Park location to cancel their memberships and or freeze them for three consecutive months. All three months a GM… each time with a different name so I’m not sure who I was even talking to… told me we’d get a refund or have a credit placed to the end of her freeze… none of the above happened. They also both kept telling me to call each other… “oh she’s a member over there, oh no she’s a member at the other one.” I explained the situation over and over again, I offered to provide medical documentation from my mom’s hospital of her diagnosis and chemo schedule, I offered to provide a death certificate. I was lied to every single time. The only reason my mom is still not getting charged till this day is because her card information was compromised and we had to get a new bank account. Everything that their mgmt team communicated to me over the phone was a lie. We never saw a refund, never got a cancellation email, nothing. I’m sure this will be a mess I have to take care of again, as they’ll most likely put my mom’s account into collections. I can’t remember all three of the “GM’s” I spoke to. I have the name HEITH written down. All three of them didn’t do any managing at all. I even tried called the Overland Park police for help. This is someone’s life, it’s not a joke and it’s worth more than a month of membership dues. I don’t understand how any of their mgmt team can wake up each morning and not feel absolutely terrible for this failure of treatment to another person. I’m not sure what to do at this point. If anyone reads this and can help me, or offer advice… please do.

We're sorry for any confusion about these accounts. Our Club Manager spoke to the reviewer immediately after hearing about her situation. He entered the cancellation for the membership and issued a refund as soon as possible. He emailed her directly to make sure she has all the information in hopes of her removing this review. We apologize for the delay in this response and wish the reviewer all the best.

Terrible management and terrible employees who don’t care and are utterly useless

We apologize for the member's experience. We would like to learn more so we can address any issues. Could we please know what happened and at which location?

On a 6 month contract that I cancelled 2-3 months in advance, I am now getting charged for a YEARLY "amenities fee" 2 months before my last contract payment (A few times I have been there, some of the amenities don't work by the way). Using your contract to protect you from prorating a fee fairly is dishonest. Most clubs do all of these fees up front, especially when running promotions of "no enrollment fees". What you get away with technically does not mean it's appropriate to do so. Corporate gyms and their contracts is the perfect storm for screwing people over with a smile.

We're so sorry for the delay in responding to this review as we did not receive the notification from BBB. It looks like the customer has now rejoined our club. Would she be willing to remove or update this review? Again, our apologies for the delay.

Super upset with this place. I called about my daughter’s account that kept being charged. She had signed a cancellation in November but they tried to talk her into changing programs and staying on. She should have never been charged in January and February. The girl at corporate even said she should not have been charged past November. The girl I talked to said her last day was the next day so now I can’t talk to her about it anymore. Regional Manager never called like they said he would. Now they are having local gym call and harass my daughter.

We're so sorry we for the delay in responding to this review. We did not receive notification from the BBB at the time it was written. The customer's daughter originally cancelled in November but then changed her mind and began using the club frequently. She submitted another cancellation notice in January. Per her agreement, her final dues payment was 2.15 24 and the membership was cancelled as of 3-15-24. Would the customer be willing to update or remove this review? Again, our apologies for the delay in responding.

I have been trying to cancel my membership (no contracts, right??) for a couple of months now. When I call, the staff says there is no manager on duty and that only the manager can cancel memberships. They further state that they can only help 9-5 on weekdays, which is exactly when I work. Their response? "Well, I guess you need to take a lunch break and come down here then." Absolutely horrible customer service and poor business practices being applied here. Two sisters cannot sign up for a family plan, for instance. Maybe they can, but the inept staff that works there wouldn't tell you that you can, even if possible. Would not recommend signing up or using this overpriced gym. And if you do, good luck cancelling when you realize it's a horrible place.

We're sorry for the delay in responding to this review. We did not receive notification until recently. We also apologize that the customer had a less-than-outstanding experience when she was a member. Her comments will help us get better. The membership has been cancelled per her 30-day notice at the club. Again, our apologies for the difficulty in cancelling. Her feedback is much appreciated and we wish her all the best.

I have been going to this gym for about 2.5 years and in that entire time they have had severe issues with their heating and cooling system that they have not fixed. This primarily impacts the kids club as it will be extremely hot in the summer and freezing in the winter. I have seen the thermostat in the kids club read as high as 86 in the summer and 50 in the winter, and it's just not safe for infants going there. Not only that, the kids club is always extremely short staffed...I've seen there be only 2 employees and upwards of 60 kids in there. The employees themselves have even complained that they are not allowed to turn people away for being "at capacity" otherwise they will get in trouble by corporate and at risk of getting fired. TERRIBLE

We're so sorry for the delay in responding to this review. We did not received notification about it until just recently. We're also very sorry for the heat and air conditioning issues at the club. Has it improved since January? We will certainly follow up with the club if it has not. Regarding the customer's comment about the kids club usage, we never turn away a child but we do enlist extra help from the club when needed. We will use the customer's comments to get better. We appreciate the feedback and are happy to continue addressing the customer's needs directly or through this site.