Genesis Health Clubs - Cass

Salma Banda a month ago

I have been a member since the days when Genesis was Aspen and later 24 Hour Fitness. I’ve remained a loyal member through all the ownership changes and have been grandfathered into a $32 monthly membership. Every August, I also pay an additional $100 annual fee just to keep that rate. Now that my 3-year-old enjoys attending Kids Club, I’m being told I would need to pay an additional $44 per month, bringing my total to nearly $74 per month. That’s a significant increase, especially considering Kids Club has a 2-hour time limit. What made this experience even more frustrating was the lack of helpfulness from the staff. I would have much preferred to be told to come back during the 9 a.m.–4 p.m. hours to speak with someone who was knowledgeable and actually interested in helping me understand my options. Instead, I left feeling dismissed and unsupported. After being a loyal member for so many years, it’s disappointing to feel like long-term members are not valued. I understand businesses need to make money, but there should be some consideration and better customer service for members who have supported this gym for decades.

Ainsley 5 months ago

Not only is this Gym in the best Location ever. This gym is a fantastic place to work out! The variety of equipment is impressive, especially the free weights and squat racks. I also appreciate the cleanliness of the locker rooms and the friendly, helpful staff. The only downside is that sometimes the gym gets crowded during peak hours. Overall, it's a great place to train and I highly recommend it."

Anthony Armstrong 4 months ago

Great facilities everything is need to get myself on track. And the Sauna Hot tub and swimming pool are a plus. Basketball court also but aint quite got back to that level of energy yet.

Eric De Boer 4 months ago

I am giving 5 stars for the human team there. DarShawn, Braxton and the front desk team are awesome. Always friendly and willing to help. My issue is this. All the other clubs are being upgraded but this club is being ignored. The equipment is so old its pieced together. Right now, two of the four cable machines are out of order for broken cables and have been for over a week. Other misc equipment is out of order, but my point is that the equipment is very old and out dated. I have been a member for 10 years and go for the trainer and proximity to my home. I have e another membership at a competing gym and if they ever come closer to my home, I would train there exclusively. If I wanted to go to a "upscale" Genesis gym, it would cost me much much more money to walk in the door. Thank you for your time and please do something for us at the Cass St location, Eric DeBoer

Eva Sofi 4 months ago

I recently went into Genesis Gym at Cass to address recurring charges on my account: a $40 annual fee and my $50 monthly membership. When I originally signed up, I was told I had a 6 month contract and that after that it would convert to month to month, allowing me to cancel at any time. Due to my work schedule (I work extremely long hours, often close to 80 hours per week), I wasn’t able to come into the gym for a few months. When I realized I needed to cancel, I called to do so over the phone because getting there in person has been difficult with my schedule. I was told cancellation could only be done in person. The employee on the phone did not transfer me to a manager or offered any alternative option. He mentioned "you need to come in to cancel". When I finally went in today, I met with the manager, whose name is spelled Niiasai Koffi. The interaction was extremely disappointing. He immediately began insisting that his signature was on my membership agreement and implied that he must have been the one who signed me up. I clearly explained that I signed up with a different employee a year ago, a trainer who even gave me a complimentary session & that it was not him!! He continued repeating, “Well, my signature is on here,” while I continued stating that I did not sign up with him and that he could look up the other trainer. Only after going back and forth did he drop the point. Instead of resolving the cancellation professionally, the tone of the conversation felt accusatory, as if I were being dishonest. He then informed me that a 30 day notice is required to cancel, meaning I would owe another month’s payment. When I explained that I had called earlier to cancel and was never told about the 30 day notice requirement, he responded that it was “part of the contract” and essentially something I should have known. If I had been informed during my phone call, I would have made every effort to come in that same day. The staff member on the phone never mentioned this requirement!! He also asked to see my phone to verify the date I had called, which felt unnecessary. I would not have come in person if someone hadn’t told me that was the only way to cancel. Additionally, the $40 annual fee had previously been described to me as something that would be waived. That was not honored. Beyond billing concerns, the facility itself is not well maintained. The equipment is outdated, the environment often smells, and overall cleanliness is lacking. Policies are one thing, but customer service and professionalism matter. This situation could have been handled fairly and respectfully. Instead, it left me feeling dismissed and frustrated. I will not be returning and would not recommend this location based on my experience.