Membership contract lock ins are a joke. One female at reception is always rude and only says hello to males. Cleanliness is awful and not a professional gym at all with old out of date machines. No communication in relation to membership 12 months contract finishing they just continue to take the money out
Worst Gym I have been to
I joined gym in November5 with a future start date of December 5th and I was promised two personal training sessions.Mid jan i approached reception staff who hardly say hello to you and asked for my induction of gym and PT sessions..Then reception staff showed me around in two minutes and I was promised PT session soon.Then i got call from someone saying that i am better off finding someone else at PT as he is leaving.I wrote a big complaint but to my surprise reception staff is calling me back to resolve this.But nothing was done.I got another...call after 3 weeks and PT was asking me for money,while it was free.I made another complaint and I got call from Manager Who said he will give me PT session but i cant get my money back.I went to gym yesterday and my training was suppose to me at 10am.Manager saw me ,didnt say hello and walked into his office.I am quitting this gym but If i can say you guys,please stay away.I have pictures of broken tv,not working machines and weights left around all day.
Low quality of service, poor admin structure and lack of care
I signed up in regional NSW for Coaching Zone membership at $50 per week. I received no sign up deals and no incentives, even though the very next week I could have signed up for a month free had staff chosen to inform me. The level of service provided to CZ members is lacking and not worth the much higher membership fee (this 'group PT' fee is one of the highest in my area). CZ members receive little instruction on technique and minimal corrections, yet are asked to lift weights and perform exercises each and every session. Every class I watch...ed people do things incorrectly to such extents I was seriously concerned about injury - yet staff looked on and made no corrections. This appears to be done so as not to push people too much and make them feel too uncomfortable to work out and retain their memberships - however I felt so uncomfortable watching people put themselves at risk. My branch has clear issues in administration and was always unapologetic about these mistakes. When I submitted a membership suspension application for a holiday, I did as requested and submitted it in writing and expected it to go into effect in 3 days. It took 3 days for the email to be opened and actioned by staff, who then missed the debit deadline. Staff believed the policy to be 3 business days, and it was only my insistence that the Genesis policy is '3 days notice' with no stipulations as to business day or otherwise that caused them to fix the issue and ensure my suspension and membership fees were charged correctly. When I attempted to cancel my membership, my initial email requesting cancellation was ignored or lost by staff. I spoke to 2 staff members and requested an email follow up within the next 3 days and received no contact whatsoever. When I finally spoke to the memberships manager, she was rather blunt and insisted she had not received my email, said it was my inability to take calls before 9am that had resulted in the lack of contact. She offered no apologies for any of the miscommunication between staff members, and the misinformation I had been given. The service is so appalling and I would not recommend the gym to anyone who has any form of anxiety, panic disorder or difficultly dealing with admin mix ups. I do not recommend the CZ program to people who want good value for money for group PT.
I just joined! Loves it, clean, fresh, tidy with friendly staff and gym enthusiasts.
The gym is very clean and well organised. There is room for stretching and floor exercises. The staff and clients are warm and friendly. I felt at ease and welcomed. It's a safe environment with music played at a reasonable volume. I am happy with the price. I compared Genesis with other gym's and Genesis suited my taste and style.
The reviewer stated that an incentive was offered for this review
Beautiful cool and safe environment. Staff are keen to help
This is an airy, well - equipped facility with several different spaces. Staff let you get on with it but are super- helpful and knowledgeable if you ask. Genuine clientele too.
The reviewer stated that an incentive was offered for this review
- Verified customer
Lovely gym, but exit charges and policy is outrageous
Great gym, and really lovely staff. But the exit policy is horrible. The company is charging me for four weeks after I signed to leave. I'm not in contract. I was also forced to come into the Melbourne CBD gym to ask in person to leave, or could alternatively write and mail a letter by post. They wouldn't accept email.
I asked that they don't waste my money by 'cancelling down' by account after 30 days but I've had no response.
I previously would have, and often did, recommend this gym. I just cannot now. Many other gyms let you leave as you like.
Genesis should be embarrassed over this policy. After a great experience with the facilities and staff, this is a big let down.
Their membership is way too expensive, i had signed up for coaching zone and was paying ridiculous fees for the group fitness exercises. Im talking 50$ for one week and did it for a few months. Nowadays other gyms can provide tht one on one training for free you just need to ask the staff and there is always some group classes running tht don't cost a fortune. Plus when i wanted to cancel they lost my cancel form and never notified me on time and a month later 2 fees got deducted from my account. Went back in and asked why i am still being char...ged and got told i havnt submitted the cancellation form. Talk about bad customer service and misplacing documents that i gave months in advance. Was so disappointed with how i got treated just because i decided to cancel with this gym. They will be their best when they want you to signup and then treat you horrible if you decide to part ways.
BROKEN CYCLE BIKES
Bundoora Genesis Fitness Club, Broken Cycle bikes in the Group Fitness Room.
Management is responsible for the duty and repair of Cycle Bikes. A high risk of injury to members this is negligent on Genesis Fitness Club.
Members have left complaints with the front desk reception, Group Fitness Coordinator and with Owner/Manager
Can bikes be repaired, please?
Unprofessional and rude - GENESIS LAWNTON QLD
Overall the gym itself is reasonable, not the best but not the worst.
However Angela McCulloch needs to learn to count 30 days notice of cancellation I requested the cancellation as of the 20/8/19 and found I was still being charged on the 20/9/19 I emailed and got told by Gema the reception there was a mistake with my cancellation and it would be fixed, I emailed again a few days later as I heard nothing. Got told it was being sorted. Then had Angela message me telling me it was within the 30 day notice that's why the took an additional payment.
The money isn't the issue the crappy Unprofessional customer service is my major issue, can't respond in a timely manner. Shouldn't be this hard to cancel a membership.
I signed up at Dandenong Geneses for 1 year. That was the contract. I made myself clear I only wanted a membership for 1 year. When the membership ceased after the 1 year, I found out months later they were still debiting money out of my account. I called them and said that my membership expired many months ago. They told me that on the contract, there is a little box that I did not tick that says "tick box if I want payments debited from my account to stop after the membership expires". Why on earth would I want Geneses to keep taking money fr...om my account when I only signed up for 1 year. The contract was not for a lifetime. This is some of the sneaky stuff they don't point out to you when signing. They are very clever. They point to where you have to sign very quickly while being very friendly to you making you feel welcome. So you put your trust in them. After all... I signed for a year. Why would anyone even think Geneses would keep taking money from their account. So... Your membership expires... you can't use the gym... But money keeps coming out??? Well done Genesis. That makes a lot of sense... well... at least for you it does. I will make it my mission to spread the word about your dishonest practice. Keep this up and you will have a lawsuit on your hands and I won't hesitate to join it.
Very incompetent staff and charging extra!
Would not suggest this gym (in Perth Bentley) as after cancelling my membership they still kept charging me 2 months after.
I signed up on the 14/6/18 and cancelled a year later 13/6/19 - I was locked in for a year so perfect. When I still kept getting charged in August, I rang them up and the staff told me she will follow up with billing company and they will backpay me.
Then I received the letter from the billing company stating that I commenced my membership on the 9/7/18 (which was a wrong date). So the long story short - even tho I signed...the contract in June 2018, they must have offered me 30 days free or something, so the one year contract will only start from the first payment date (which no one told me about when I cancelled my membership). Staff should have advised me of this and I would have paused it, as I went for a 3 week holiday overseas and just kept paying full amount. So at the end, after cancelling I ended up paying 8 full week payments and the reality was that I hadn't been using the gym for probably 3,4 months. So very very disappointed and that only goes to show that nothing they say they will give you is for free. So essentially the first 30 days were not free and did not count as the year started ticking from the date I started paying!! My husband is considering leaving too because of how they are dealing with customers.
Another cold ostentatious and pretentious , we don't care and it shows service
Another cold ostentatious and pretentious , we don't care and it shows type of service.
Uninviting, young and arrogant for no real reason people , especially front desks. Unfortunately it's a common disease nowadays . Will never lay a finger over there, as well ,again.
Injured at Genesis Ringwood NO STAR Service!
I was injured at Genesis Ringwood. I contacted the Manager for the cancellation of my membership. He stopped replying to my email and phone calls. I contacted the head office, no reply from them and they are still charging my credit card! They cannot take responsibility of their members and when members are not satisfied with their service, they keep charging them. I will contact consumer affairs vic to get rid of them and get my money back.
Beware Genesis Box Hill
I signed up to genesis box hill, within 1 week of being there I hated it, tiny gym, machines all clumped together, always in other peoples space, it was always BUSY as someone that suffers from anxiety it was not great fit for me, I was looking to transfer gyms so I transferred to genesis Preston, such lovely people spacious gym and clean! After asking to transfer genesis box hill proceeded to take payments for a month which is there 1 month transfer fee apparently, I accepted it and was happy to be rid of that gym of rude pushy people, now I a...m at genesis Preston and box hill will not stop harassing me for not paying their gym ONE MONTH HAS PASSED so just let me be! I am beyond angry that they continue to take payments from my bank despite me going there ONE DAY! They will not honor their word by letting me transfer their staff are disgustingly rude and pushy I am continually arguing with these people as I just want a clean transfer and instead I am now being charged for two gyms at once, which one I do not ever attend! If I knew how much this would drag out by these money hungry people I would of never of joined in the first place, do NOT join box hill they will just take your money and not live up to their promises!
Very Poor Cusomer Service and Charge you as many times as they can
Be aware what you are signing for. They charge you for improvement levy and late payments. To freeze the membership you should use an app that doesn't work. One month cancelation notice and if you contact them they say look this is the contract and you have signed it.
After canceling membership also for 2 months charged from my credit card .when asked they were giving excuses and then said next month it will come back to your account. I didn't attend gym and money also didn't come in my account. very bad experience .trainers will help only if you pay them separately otherwise no one will be there to help you .
Toormina Genesis , DONT give them your credit card
Forced to join cause they told me my son has to have a adult join as well. So they charge for me $750 for me alone even though I dont use the gym at all. I told them I wanted their bank details but they refused and demanded I give them a credit card. Reluctantly did. In one week they took out 4 payments. I had to make multiple calls begging that they stop taking the money as they had taken my rent money. I eventually cancelled my credit card before the last payment and demanded they give me bank details so I can make the payments myself to stop...them from taking more then what was owed. They sent debt collectors. They told me that I now owe $20 due to the cancel credit card. I made final payment except for the $20 they are trying to scam. Today I told them they can take me to court for it. I am tired of their attempts to rip people off
Very devious with contracts. Told the membership guy that i would have to cancel after a few months due to university, he told me that would be fine. He must of "forgot" to mention the 150$ cancelation fee they now want to charge me. Seems like lying to customers for financial gain is what these guys are about.
Questions & Answers
Hi I'm Lisa Nguyen- Gregory, I have sent a letter to [name removed] ask and complaining about cancelled a membership. Since Monday I still haven't heard back from anyone.
Please, answer me as soon as possible.
To: The Manager Genesis Fitness,
I wrote two letters of complaint (1 to Genesis and 1 to ACCC) and again now another letter of complaint sent to you because the Warners Bay club charged me 30 days for the cancelling of the membership which is very unreasonable.
Before I joined Genesis (I also having earlier been a member of Genetics near there for 7 years),I had trouble a little group , so then I moved to Genesis club.
I met Sean he was the previous manager at this club then told him what had happened over there. He listened my story then said "move to here we’re all friendly people here." So I moved on here after 2 weeks when I finished the contract with the club over there.
I was initially happy with this place, but although I reported the fact that (some person blew up the story about me) I was being harassed by the rumours and the gossip to several members of the club and the manager (Michelle) and other staffs, the situation continued.
This became so stressful is affected my health and my doctor put me on a course of treatment for stress and depression, and I didn’t attend the club.
After 5 weeks absence I returned about 2 months later but the situation repeated again including some of the instructors as well.
So I became quite upset and angry cancelled my membership.
I met Michelle then told her I would finish the membership (I don’t think she’s manages as good as she could for this business).
That wasn’t my fail. The failure is by the club in its duty of care to the patrons of this place. I find this situation unfair.
So I write this later to you today (on advice from ACCC who suggested that I write one more to yourselves one more time to solve the problem), hoping you can assist in sorting for the monies that it’s charged from debit (30 days above).
I also need an apology for my honour and suffering.
6 Simple ways to EXTERMINATE Genesis Fitness
1. Contact media
Give them BAD exposure nationally. It’s EASY. Simply copy & paste your bad review to channel 7 and 9. Fill in your contact details and wait for response from them. The more people contact them with the same issue the bigger the story and quicker the response.
Channel 7 and 9 contact us, letter to the edditor. Also herald sun and the age newspaper.
2. Send SMS
to everyone on your phone and ask them to do the same. Warn friends and family not to join Genesis fitness and advice cancelation immediately if they have.
3. Copy & paste
your bad review on every individual Genesis club, much more effective. E.g. Genesis fitness Wantirna-copy paste your bad review BOOM!!! People stop joining
4. Start Facebook page
Boycott Genesis Fitness-Fook Genesis Fitness
5. Print flyers
with all the bad reviews and put in the mail boxes of people in your neighbourhood
6. Take legal action
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