Genesis Health and Fitness - Australia

On the 18th July I emailed the club to cancel my membership. On the 19th July I received a call trying to convince me to continue and not cancel. I stuck to my guns and confirmed that I wanted to cancel at which point they told me I had to come in to sign paper work. I went in on the 20th July, completed my paper work and was told, even though my direct debits were taken out fortnightly, it would take them a month to cancel. Two further payments were taken out however on 19th August a third payment for a further 2 weeks was debited. I emailed the club explaining that I believed an error had been made and asked if they could investigate. I received an email back saying that as my debit date was the 19th and I had come in on the 20th the months notice would be taken from then. So effectively what they were telling me was because I was less than 24 hours over the time of debit date, they would be charging me an additional 2 weeks and in effective my cancellation notice would be a few hours short of 6 weeks. I called and spoke to the club manager who appeared disinterested in hearing the details and said it is what it is. I asked him if he could understand why I was disappointed given it was less than 24 hours and all as he kept saying was I have to go by the paper work. He then said you can still use the gym, I explained to him that due to trying to avoid my trainer I'd had, I no longer wanted to come into the gym. The club manager probed me as to why and I explained that the trainer I'd had was continuously up to ten mins late to my sessions and never tried to extend the sessions to the full 30 mins. Following a scheduled double session where he didn't turn up because he didn't set his alarm to get up (!), I tried to reschedule but he ignored my text messages. I then text him and asked to cancel any future sessions and to refund the money I'd paid in advance. The trainer than started sending me text messages saying I'd never be able to achieve my goals on my own, I should really reconsider, etc. This made me feel incredibly uncomfortable and resulted in me not wanting to come back. This didn't waiver the Club Manager at all he just continued to say you can still use the gym and he couldn't refund any money.
I'm so frustrated, surely any other reasonable person would see that charging for two weeks is excessive. I would have no issue with them charging me an additional day but 2 weeks!!! It's unreasonable. I wouldn't recommend Genesis to anyone.

I have been to many gyms in the past and Genesis is without doubt the most fraudulent and deceitful gym there is. I did one session as my friend dragged me along with him. I then proceeded to sign up on the day thinking that it was a 1 month trial. After 1 week I called to cancel and say that I didn't want to proceed. They said that I was past the cooling off period and that the only way I could cancel is if I paid a cancellation fee in excess of $250, and that if I didn't it would go to collections. I was gobsmacked. Not because of the money, but the principle. How can these people be so deceitful in their business practices. I told them I am not paying it. Have not been to gym apart from the 1 time with my friend, yet I received a notice from collections as well as being informed that I am still a member of the gym. Stay away. These people are a frauds. Unethical, deceitful. I have no idea how they have managed to stay in business for so long, maybe because they have mastered the art of ripping people off.

Once I been to aldi there I met a staff of genesis fitness club, he offered me a membership. When I went to the club at Maidstone to join there was an "idiot" I don't remember his name when I was about to sign the contract he said me no lock up in contract for me so I have accepted because I was a member of "jetts". I have not use the club once even I have paid $125.04 and still I need to pay $674 which I never use it for. So my friends please don't be fool under this people of genesis they are really messing innocent people's pockets. And anyone can help me to solve this problem.

This ppl don't even care to put their membership prices on their website so yesterday I called the one in preston and the guy said "If you wanna know our prices you must to come in so we can talk about it " so I told him "I just want to know the cost for the membership, can you provide that simple info over the phone" the guy said "Nope sorry I can't goodbye", If this guy act like that just imagine how his supervisor would be, screw this place.

Make sure when you cancel you do it the day before a debit, not the day after, they claim to not be able to change or pro rata debit amounts, so their 30 day notice period is technically longer and you get stung an extra fortnight debit. Really not impressed, every time I suspended they charged extra suspension fees after the suspension had ended and then had to go through hassle of getting refunds.

Coffs Harbour genisis gym ...be extremely careful of signing anything with theses guys even a casual month to month payment if you stop going for any reason even illness they will still continue taking money out of your account even though the managers no you have not not been into the gym it’s all computerised!!! You still pay for something your not using...the management staff are extremely unprofessional you aren't a person you are just a number and they are just there to take your money.

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.

With the gym being 24/7, steam room, salt water pool, over 50 group fitness classes, staff are friendly and premises are so clean...why would u go anywhere else?

I tried to quit my mebmership at Genesisi Berwick. As their policy required, I gave them a full month notice but still got charged for another week again one day before my memership ends. Called the gym during staffed hours and was told that he doesn't know what to do and I have to wait for someone else to call me back in two days...How frustrating! if you sign up for a direct deposit for your membership, people who taking your money out is not Genesis is another company, so if anything go wrong you need to contact that company yourself! I am very annoyed and can't wait for this to end, no way to sign up for a membership again.

Joined cash for 6 months, bonus 8 months deal, after 6 months locked out no email nothing then told made a mistake took back 2 months on deal LOL!!! Then offered me 14 day free pass insane.

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 from 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.

I was recommended to join so that I could have the same deal as the other person that recommended me and when it came time to sign up they told me that I could only use one gym. The person who recommended me had access to both gyms, but they said no I would have to another $8.00 a week to use both. So one moment I could have the same deal and the next I couldn't.

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 .

I wanted to leave the Gensis Berwick within the cooling off period, however they charged an unnecessary admin fee - which wasn't within the contract terms I signed for.

Joined this gym on a $5 four week special and had an unpleasant experience with a personal trainer. Emailed the company stating my case and telling them I felt uncomfortable going to this gym. I requested a cancellation of my membership which was accepted by the manager. I asked that no more money gets taken out of my account as I was not able to go to their gym under the circumstances. 1 week later not only did they take out the gym fees but charged me the full membership. No direct apology from the personal trainer either. Emailed and requested a refund no reply. This is so typical of what is in my opioion a dodgy gym.

I enjoy the cleanliness and quality of the gym equipment at Maidstone site. Staff are extremely friendly. 24/7 access is great. Access to the sauna after a gym workout is a huge plus!

I asked them over the phone about membership prices.....I spoke with a man who wanted me to see the business first and after he will tell me about the prices...I asked him to tell me the prices without this information I do not go to anywhere 3 times I asked him still do not have information about the prices....don't like this attitude, very money oriented, unprofessional. Why they did not put the prices on the website, why should I spend my time to go down and ask for prices? This is not a honest attitude, not clear what they want, they are hiding their prices from the future customer.

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.

I've complained and so have many other members complained about how we pay large memberships fee's about double that of other Gyms within in Cairns City and get treated with utter Contempt both myself and between 15+ members have complained numerous times that half the week 50% of the Gym floor is closed off to child minding causing a mass inconvenience to 90% of the other Gym members. The Lake Street Genesis Gym has an upstairs area which is very large that they could easily be used for a supervised child care area not to mention that this area is empty and unused by class 95% of the time! But instead Genesis Lake Street choose to inconvenience and treat with contempt 90% of all its other members! The area that is closed off has lots of equipment that is vital for well-balanced training. It begs the question why are we all as members paying double the membership fees that other gym's charge to get 50% less Gym floor space and are jammed into a tight little corner? And be treated with utter contempt by Staff and senior Management who I have E-Mailed about ongoing problem and selectively choose not to reply? I have also being told by other members who are leaving Genesis Lake Street they to have E-Mailed [email protected] which is the Cairns Lake Street Head office E-Mail Contact.

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 watched 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.