based on 2882 ratings.
What our members think of us!
The following comments were submitted by our customers when asked to provide feedback on our service. In the interest of transparency, we present these comments as provided except that personally identifiable information has been hidden unless the reviewer has requested their full name be included with the review. No unfavorable comments have been removed.
Better outside area by the pool.
Hot tub has not worked for about 3 weeks. Prior to the total failure of the hot tub only half of the jets worked at any given time and the temperature, water levels and cleanliness were variable. There are broken and missing tiles in the swimming pool and steam rooms. The device that spins swimsuits dry has not worked in nearly a month. Most of the showers have problems such as missing hooks and benches and poorly operating plumbing. I would be happy if just the minimum maintenance were taken care of. No major upgrades needed, just the basics.
Fix all the broken things at this location (blown out light in steam room, missing door handle steam room, swim short draining machine half the time doesn't work, half the sinks in men's locker room out of order, one of two urinals not working, missing doors in locker room, empty soap dispenser, no towels available, paper towels empty).
Newer equipment/in better shape. A lot of things are very worn.
Workout equipment and the hours
Just be mindful of the small things…. Sanitizer stations full, spray and towels available to wiped down machines. Things like that
As you walk in you see the dark TV, it has not been walking for months. Light bulbs, all over the club, are dark and have been for months. How hard it is to change a light bulb? The AC is not working in the 2 studios, it is too hot in there. I know there are some floor fans, inadequate but they are there. 2 of the 4 ceiling fans in Studio are do not work. There have been larger fans in Studio 1, but they get taken away never to be seen again. It is over 75 degrees in there by later afternoon, it is too warm in there for the cardio classes. Yellow caution tape blocking toilets, out of use for weeks. The club is falling apart and Genesis will do nothing. Do not say a renovation is coming, we have been told that for 2 years now and will believe it when it happens. Have some pride of ownership and consideration for the members. Using Covid as an excuse is just that, an excuse.
The club is one of the newer and larger clubs in the area. The steam room is nice.
Many of the treadmills still do not function properly. People are forced to use a small portion of the available treadmills due to these never being checked or fixed.
A couple of observations - burned out light bulbs around the club, dirty towels and trash on the tennis courts, at the outdoor pool we have over 60 chairs and only 4 umbrellas - one doesn't really work, some guests are sneaking in umbrellas because kiddos are getting too hot, most pools have enough umbrellas to go around and use if needed (this issue hasn't been resolved since last year, and I have noticed that the trees in the parking lot are so low that they have scraped the cars so we avoid parking under them.
1. Every time it rains, the Rock Road location has leaks. I've had to put towels down on the track each time as well as under some of the equipment! I've got pictures of clients mopping the floor!
2. I arrive at the Rock Road location at 4:45 each morning. I expect the doors to be open at 5:00 a.m.!! I am on a schedule and its important I get my time in. When your employees are late, and they have been late a lot lately!!!, it pushes my schedule back or I don't get my full workout in.
I pay for a 'premier' facility, it should be treated like one! Fix equipment, Fix the leaks, Fix the problem of late employees - pay them more if you have to!!!
Indoor pools becoming so murky is not normal. It is hard to understand how a chain gym cannot get basic maintenance correct. Previous gyms have all had cleaner pools and shower areas.
5 isn’t bad. Don’t be so down on yourself.
You guys are a victim of your own success. It feels busier than ever, which makes getting the workout machines/stations I want to use tricky.
Also, Issues with the pool seem to pop up quite a bit. I’d like to see that be a little more stable.
I love and appreciate Genesis offering towels too it’s patrons. Sometimes It seems like towel availability is hit and miss though.
Finally, the locker room showers seem like they’re broken quite a bit, and the toilet area seems dirty. I’d appreciate it if more attention was paid to the plumbing and keeping the bathrooms cleaner.
My friend and I have taken many water exercise classes over the years. Now we we know what to do so we meet to exercise at whatever time works for us. We love the pool. I also appreciate the clean locker room.
Friendliness, new structors bring new insights. Varity of levels of fitness offered .
cleanliness, many exercise equipment to pick from
For starters, the club is not as clean as it once was. Equipment is old and, frequently, worn out. Fight club area is a disgrace. The mat has large holes in it.
My first visit was not a good one, so I have never returned to this location.
Has good energy and is generally kept clean.
Please hire people who can smile.
If you cannot afford smiling people, then just put an automated system of check-in
What a shameful place where the people at front-end check and ask to spell names each time, as if it's a police station not a gym.
Be consistent with your policy. Don't make customers ask for towels each time, as if you are doing a favor to them.
The pools, especially the outdoor one, are my favorite part of the gym
Clean and generally uncrowded.
Process for sign up for tennis drills
Equipment needs to be fixed/upgraded.
Towels seem to be in short supply
Stair steppers are frequently broken and take forever to fix
Playground outside is such a benefit for the kids but is not taken care of and therefore can’t be used. Very disappointing
Cleanliness is lacking, especially in studio 1 on first floor. Extremely dirty towards emergency exit door. Hygiene in changing areas okay, not great either. Often no desinfectant bottles available at entrance or.even stations in workout areas.
The A/C has been broke for 2.5 months or so in the racquetball courts. It has been brutal to play in with the 95 degree heat outside. Keep asking, but nothing gets done.
The pools are in terrible shape. The outdoor pool is filthy and very poorly managed. The individual in charge is not even qualified to do the job. Staff turnover is constant which was not the case historically. Members that have been there for years are leaving. Upper management is ignoring their responsibilities and treating staff and members poorly.
The ladies lockeroom is and has been in dire need of a deep cleaning on Cass st. The mold is abundant on the walls and floor. And not just the shower areas. Also, half the lockers are broken and can not use a lock on them. I've been a member since 2005, and NO maintenance has ever been done in this lockeroom. Please fully address this and not just a bandaid quick clean. I have put in so many requests for this only to be ignored. I wish I could attach pictures.
It would be nice if staff at front desk said hi. Keep stock of towels in dressing room