Genesis Health and Fitness

Fantastic experience: Genesis Thornton is my fave! Clean, Well placed equipment with great staff.

Negative experience: Disappointing Experience at Genesis Thornton I’ve had a really frustrating experience with Genesis in Thornton. Trying to get help with my account has been nearly impossible—they don’t answer calls, and I’ve even been turned away when showing up during staffed hours. Because of this lack of support, I’ve ended up in significant debt, which has been incredibly stressful. I wouldn’t recommend joining unless you’re prepared to deal with poor communication and limited assistance.

Negative experience: Its a shame to write this review however I have decided to take a year off training and cancelled my membership, been at this gym well over a year, I have been over charged for my cancellation fee and tried calling the gym several times getting no answer. I then emailed them this past Monday explaining my situation and heard nothing back.

Negative experience: I’ve been a member here for quite a while now, but unfortunately, it's not been great. The biggest issue that stands out is the uneven flooring, especially around the Smith machines. It’s been like that for almost a year now, and despite filling out feedback forms and speaking to staff several times, nothing’s been done to fix it. It feels like no one is really paying attention to the condition of the gym. The maintenance of the equipment is also a big letdown. Most of the cable stations are in desperate need of lubrication — it’s pretty obvious to anyone who uses them. One of the narrow cable stations has a cut cable that gets stuck halfway through a movement, and while the staff are aware of it, they haven’t bothered to sort it out. There are also machines that seem to be permanently broken. The leg extension and leg curl machines are out of action quite often, and the adductor/abductor machine is hardly ever working. In the past three months, I’ve only seen it functional for maybe three or four days. Lastly, the quality of the equipment leaves a lot to be desired. Anyone with a bit of experience in training will notice right away that they’ve chosen the cheaper models of machines. They don’t provide the stability or support that better-quality machines do, which could have long-term effects on your training. If you’ve trained at other clubs or gyms, especially for several years, it becomes pretty clear that the choice of equipment here just isn’t up to scratch. All in all, it’s a shame because this gym has potential, but the lack of care and attention to maintenance is really affecting the overall experience.

Negative experience: This gym is so insane. I know there’s good reviews on here and that’s why I joined. But trying to cancel my membership has been the most frustrating thing. No one understood my problem or tried to solve anything. Don’t get me wrong the gym is nice itself, but the staff need to do better.

Fantastic experience: Lovely gym, great instructors and the most reasonably priced around if you're a reformers nut.

Negative experience: My contract is for 12 months. My membership starts from 23/6/2023 I cancel my membership on 26/7/2024 It is 12 months already. When I ask to cancel the membership,they still ask me to pay 4 weeks for membership or cancel fee. It is Very unreasonable.

Negative experience: I've been a member of the gym now for 6 months, today I had to take my 11yo daughter to the gym with me. I asked the staff at the desk if it was OK for my daughter to sit at one of desks near the front door and watch her ipad whilst I work out. They agreed that it would be OK however seemed a little apprehensive about it so I offered to pay for a casual visit just so she could sit at the desk. The staff member accepted my offer and I paid the $10 fee. Ten minute's into my workout two staff members approached me and told me unless my daughter was able to train we would have to leave. Due to physical limitations, my daughter isn't able to workout so this left me with no choice but to leave. So for 10min visit to gym today it has cost me $10 my own membership fees plus an 90 minute round trip, no offer was made to refund the $10 and no apologies. What it has cost genesis, several loyal members, as my partner and I plus several of my friends will be joining the new World Gymn opening just down the road. Very disappointing.

Negative experience: I cannot recommend this centre any less after my recent experience. The majority of the staff are lovely, but are not properly trained in all processes, and don’t know where to go for assistance if their senior manager is unavailable. Senior managers do not seem to care about their members concerns and do not follow up. I signed up for a free trial on Thursday April 11th, with a staff member that has not been trained in how to cancel memberships. I was told to come back within the 7-day cooling off period to cancel my membership, and I confirmed with that staff member that it would be fine for me to come in at 5 or 6pm on Wednesday, April 17th, because I have to work. She assured me that would be fine because the centre is still staffed at this time. I returned to the centre at 6pm Wednesday, April 17th and was told that the cancellation could not be processed because it was after hours. The two staff members on that afternoon assured me they would leave a note for Amy to process the cancellation on Thursday, April 18th. This was not done. When I rang the centre on Thursday 18th, I again spoke to another staff member who was not trained properly in membership cancellations, and said he did not have a ‘high enough clearance’ to cancel my membership with DebitSuccess. He also advised me that Amy was out at another centre for meetings, and was unable to get in contact with her through the day. The regular senior staff member was off sick. Centre manager, Steve Coulter, was in the office that day, but was ‘in meetings’ and unable to speak with me. I was assured by staff on Thursday afternoon that Steve had been spoken to, and was going to ring DebitSuccess himself to cancel my membership. Again, this was not done. I received no follow-up calls or emails on Friday. I rang up over the weekend and was told that nothing had been done on Friday, April 19th. I rang up again today, Monday April 22nd and spoke with Amy. She advised me she had put a case through to DebitSuccess to have my membership cancelled. Amy told me my ‘name sounds familiar’ - I told her that I would hope so, given the number of times I had to ring the centre the previous week. She then told me she included in the notes of the cancellation request that I ‘did come in within the cooling off period’ – as if she was doing me some kind of favour. Amy was unable to give me a reference number for the cancellation request with DebitSuccess. She advised me to ring them, and they’ll be able to assure me this has been done. Amy was condescending and subtly laughing throughout our conversation, as if my attempts to make sure this cancellation was processed properly was some kind of funny joke. I received no apologies for the lack of training of the staff at this centre, or the amount of time and effort I have spent to make sure my membership is cancelled (after doing all the right things). I rang DebitSuccess immediately after speaking to Amy. The staff member advised me (after some searching) that the request had not been submitted correctly, and was not in the right queue to be processed. Luckily, she was able to see the notes and was able to cancel my membership during the call, and send me email confirmation. Somehow, it took me one 5 minute phone call to Debitsuccess to achieve what 5 staff members together could not do in almost a week. It seems clear that they are trying actively to honour their own cooling off policy and staff members are obstructive to the cancellation process on purpose.

Fantastic experience: Great gym to train at. Bright , friendly and good equipment.

Fantastic experience: Love coming to the classes at Genesis . Both Kathryn and Andrew are amazing class teachers , love the variety of classes and they help you stay motivated to come to the gym and build connections with others

Negative experience: I’ve had a few time where I’ve asked for certain equipment (wall balls) to be ordered in to assist with my training and there hasn’t been any action taken that I know of. I asked for this at Genesis Cooks hill and it happened within days. There has been multiple time where I have called up and asked the sauna to be turned on to only find out when I get there that it hasn’t been turned on. Each time on the phone I’m assured that it gets turned on every morning. Bit disappointing.

Negative experience: Actually getting tired of been picked on by the manager about my bag. As I write this I was asked to put my bag away yet again even though it was under a bench. However the other two people to my right were allowed their bags on the floor. And I've witness her talking to someone who had their bag next to them while training on a machine. Feels like I'm been targeted and I don't know why. I have many straps and belts, a shaker and a book which is more of a trip hazard than a bag that contains all of these items. If there was a secure place to leave my bag I would. The contract does state bags to be left in lockers but if things go missing its not their fault There's 54 lockers in the men's toilet. 3 are missing doors and only 13 have locks.

Fantastic experience: Friendly staff and good service. Great space with new equipment. Definitely recommend if you're in the area and after a 24/7 space to train

Fantastic experience: My son is a member here and they have a massive selection of machines and weights for clients to use

Negative experience: First impression staff are quiet rude.

Positive experience: Nice gym but needs a creche and more suitable class times, everything books out before you get a chance to see what's available

Fantastic experience: Such a great gym! Beautiful people. Brand new premises. Loads of classes to choose from. Very supportive staff and members too.

Positive experience: I feel like the shower heads in the change rooms could be a bit better. it’s hard after a workout to clean yourself and wash the sweat off properly with the very limited water that runs out and barely touches your body.

Positive experience: New gym, so it has its quirks but staff are receptive and friendly, equipment is new and modern. Layout is a little small if you prefer functional training without using the CZ feature but otherwise a great little gym with a reasonable base starting rate which includes a tonne of classes and 24/7 gym.

Negative experience: Sauna isn’t 24/7. Very unprofessional and rip off. Before registration statements are different and when u decide to leave the gym statements are very different pls don’t give ur bank details.

Negative experience: Apart from being a great gym and equipment, I have approached staff there numerous times about the music system they use, myself and other members there are disappointed in regards that certain people can play numerous artists, but when we try to use the CROWD DJ system we can’t select artists that someone there can select. This is very disappointing that no staff have approached us with our concerns. As other gyms have full selection of artists and music to play at other locations. Very disappointed seeing that this gym has only been open for a few months, and all Staff have ignored our requests!

Negative experience: Unprofessional and a rip off

Fantastic experience: It’s nice and new, still can be quite busy in peak times

Fantastic experience: Amazing gym. Great equipment and spacious for floor work. Coach Sam is fantastic in coaching zone and very knowledgeable, highly recommend!