I've been a loyal member for several years. Pre-COVID I was going almost daily with little to no issues. That all changed when COVID hit. I originally called to ask about freezing my account but that took me calling 4 times over the course of 4 weeks, apparently Steve Fitzwater wasn't capable of returning a phone call. He then preceded to tell me about the COVID credit but I had to call corporate in order to get it.
When I called corporate I spoke w/ Amber in member services who advised the COVID credit could only be given as a credit on my account to be used when I returned to the club, but could not be refunded. However, she needed to get with Steve about the freeze on my account. She asked if I wanted an email or a phone call once she had an answer. I said I'd prefer a phone call. 3 weeks went by with no call or email.
I called corporate back and spoke with Heather Wells who advised that the COVID credit was on my account and the freeze had been put in place. I asked about refunding that money as well as a refund for July since it took 4 weeks for Steve to respond to my request on freezing the account. She advised that this request would need to go to another team to which I asked to speak with them, but was denied that request. I asked for her to take the steps for approval on a refund. She agreed. After advising me that it would take 6-8 weeks for an answer, I received an email within a week of the denial for a refund of the COVID credit and for the month of July. I again asked to speak to her boss.
I received a voicemail later that day from Terry Dasute(?) - Regional Director of Genesis with a phone number to return his call. He advised that it was his voicemail and to leave a message with a time that works for me for him to call. I called this number but it was for the club in Overland Park and to my surprise Terry does not have a voicemail for me to leave a message. I left a message with the front desk but no call back.
I'm currently 13 phone calls in since July 2nd, trying to receive money back for the 5 weeks the club was closed beyond the month of April and a credit for the month of July. I will not be going back to Genesis and I would advise anyone reading this post to do the same. The overall experience has gone beyond the small amount of money I'm asking for and I hope that if you're considering joining that you reconsider. read more
