based on 3032 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.
My first disappointment has been that I have not heard back from anyone about my previous comments. I also have seen little if any change instituted in the weaknesses I addressed. I again make these comments to improve our club:
1) The overall housekeeping, at least in the weight room and pool areas is not nearly what it was when the Y was here (I was a four-year member at that time).
2) Rules for enjoyment are posted in the weight room which are NEVER enforced, whether it be for the respect of other's space, sanitation, etc. These rules are broken DAILY by the club members, trainers, and staff. RULES THAT ARE MADE NEED TO BE ENFORCED.
3) The building mechanical ventilation systems need to be repaired and stay repaired. We have lost several water aerobics classes due to the malfunctioning system for the pool, and even after "repairs" it doesn't operate as silently and isn't pressurized to the extent it was when the Y had the building. There is little ventilation in the weight room as the overhead system might operate only ten minutes out of each hour, and the wall mounted fans were removed several weeks ago, and the floor fans likewise disappeared at the same time.
I take this time to comment to make this club at least equal to the old Aspen club that preceded it. I would like to speak to the member of the Genesis management team who is over all Des Moines facilities about my comments, and find out what his solutions are. Thank you...
Clean
Staff: professionalism, personality, care, attention.
Facility: Layout, cleanliness, availability, variety, maintenance.
Programs: Variety, professionalism of instructors, ability to modify to meet physical limitations.
Leadership: Teamwork begins at the top, respect is earned - especially when it’s given.
Maintenance seems to be delayed on many areas (i.e. hot tub).
Every time I go in there is an overwhelming smell of raw sewage and or vomit. It is very unpleasant
Personal service, very clean and everyone is friendly.
I have made at least 5 complaints and I personally know 10 other members that have as well. The gym is disgustingly dirty. There is mold in the showers that has been there for over 6 months. The steam room is never cleaned during the day. The equipment is breaking down. The televisions on the treadmills have 5 stations at best. NO ESPN. You guys refuse to do anything about it no matter what we say. This survey is actually a joke right?
The basketball gym
Outdated equipment - outdated spin room and bikes and ladies locker room is extremely outdated with no amenities. Lots of promises for upgrades but have not seen any.
Usually lots of room. Many options for equipment. Friendly staff.
Inconsiderate members monopolize the equipment. Makes routine workouts difficult.
Pool maintenance is not consistence. Maintain locker rooms better - toilets, sinks, floors, locks on lockers, etc. Ladies locker room has had a towel on the floor catching floor drips beneath a sink for 8+ months. Clocks throughout the gym are often incorrect or not working.
I feel my monthly rates are not competitive to other gym memberships. Other than location i problay would not have signed up for one life. The hours are restricted as well
1) Hand towels aren't put out for people to use.
2) Your staff is not friendly anymore, half the time they are just looking at their phones and they don't greet you.
3) Your cafe hours are kind of weird, when I go workout in the morning it's not open and when I go at night it's already closed.
4) Your basketball courts have gotten cut in half.
So I would say that the overall quality of the club does not feel premium, even though I'm paying a premium price.
Remodel
Stop disregarding local COVID health mandates.
construction is too long
almost year to wait
Provide gym towels for members to use while at the facility.
That location needs a major update
Try not discriminating the retirees and offer fitness memberships covered by Medicare
You won’t let me use it because I am a silver sneaker. I have to drive 8 miles now and therefore don’t since you closed the nearby aspen location.
The lockers at Ward Parkway are not very secure, I rather bring my own lock.
My trainer is awesome! (Brian Schroeder)!
The gym smells terrible, no one is careful with the increase in COVID cases and it’s very dark/unmotivating.
I like the manager BT. He keeps the place clean and the machines in working order. The staff is friendly and greets you when you arrive and check-in.
update decor, paint, bathroom update
I went in to remove my daughters from my account. Was told too busy to help me, but would call me back when the contract was ready. Its been over a week. Still haven't heard anything, and have been billed the additional amount again.
Most of the cardio machines have something wrong with them, and they never seem to be fixed. Some problems relate to the exercise (resistance slips, terrible noises, inaccurate gauges), some relate to lack of audio or functioning TVs. I generally spend five minutes finding a machine that is serviceable.
Dedicate someone to checking machines every day and keeping them in good working order.
I love our classes and our leaders Pam and Deb and I like Angie too. They are great. I’m a little concerned about Covid right now. Other than that I’m very pleased with the club.
The staff is very friendly, the Club facilities always clean, and the programs very well planned. I only wish I could have the time to go more often!