Virgin Active South Africa
Reviews and Complaints

Good Day Sir/Madam
With all due respect I would like to complain about how your contract is presented to us as members.I recently signed a contract but your workers didn't read the contract to me before I had to sign it, they didn't even tell me options regarding my membership, I didn't even know I can sign up for the gym for only 3 months until I recently went through it myself, now I am in and out and I can barely go to the gym, had I knew there was a membership for 3 months I would have taken that one, now I am paying for a year gym membership of which I can't go to, so I am practically paying for a gym I don't even go to which is unacceptable.

Good morning,

It is with complete disgust that I write to you this morning.

I sent the following email to my club:

To whom it may concern,

My husband and I have been going to Lonehill virgin active for 2 and a half years now, year after year we see valentines day being celebrated, Christmas is celebrated YET the month of June (Pride month) is not celebrated?

I can understand how this is a sensitive subject to some but Virgin active prides itself in promoting equality - I cannot see how this is any different.

Your motto reads " Virgin Active's mission is to bring positive change to people's lives, because life's more fun when you move. "

Let's move together as a very broken society and break barriers between the socially accepted and socially not excepted!

In an all inclusive society we should encourage not only being different but also celebrate those who have been scrutinized just for living their lives as their true selves, some people face these challenges all alone due to unaccepting friends and family and some have taken their lives due to the public's perspective of them...it worries me that we are very picky with what we celebrate publicly and what we do not.

We are approaching the end of June and I would like to see Virgin Active Lonehill set an example and make a change.

The response I received from the manager:

Good morning Charne

Apologies for the late response, things have been very busy. From a National marketing Point of view we don't associate with anything / any cause that presents itself outside of the health & fitness space because it ultimately leads to the exclusion of a particular interest group, where we are a brand we stand for divewrsity and inclusion.

Have a great day further.

In Conclusion:

The above is very contradicting seeing as Easter, Christmas and Valentines day gets promoted in the gym, surely these celebrations have nothing to do with fitness? I am shocked at the response that I received and feel that further action must be taken against the club this is blatant exclusion of LGBT community!

Unauthorized Charges Virgin Active South Africa Customer Service membership cancelled
Virgin Active South Africa / membership cancelled
South Africa
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I migrated to the Netherlands early March 2019.

- I requested cancellation of membership mid December 2018,
- I and my family STOPPED using services as of mid December 2018 (You can check your club access records to verify this)
- My understanding was that because my membership was cancelled, and my family did not use any of your services as of mid December 2018, ANY MONIES (R455 X 2) debited from my account on 1 January 2019 would serve as the cancellation fees.

- After requesting cancellation of membership, Virgin Active continued collecting club membership fees AD INFINITUM, i.e. 1) R900 debited on 1 February 2019; 2) R900 debited on 1 March 2019; R900 debited on 1 April 2019; R2700 debited on 1 May 2019, R2700 debited on 1 June 2019; R2700 to be debited on 1 July 2019,

- In addition to the club membership fees of R2700 to be deducted on 1 July 2019, I was informed by Happy Mashele that Virgin Active requires an additional cancellation fee of R2700 to be paid via EFT on 1 July 2019. - A total of R5400 is to be paid on 1 July 2019, for membership which was cancelled mid December 2019, for membership which was not used since mid December 2018.

- It seem acceptable business practice to Virgin Active that a member / family who cancelled membership in mid December 2018, Virgin Active collect a total of R15300 after cancellation, and after we stopped using your services, in lieu of an actual contract cancellation fee of R900 as of mid December 2018?

I having been taking this matter up with Happy Mashele / Koketso since beginning June 2019, with a mail from Happy today indicating that I need to contact the retentions department (0860 number) as they will assist with membership cancellation. (Full e-mail trail is available)

Again, our family migrated to the Netherlands mid March 2019, and I find Virgin Active's approach to dealing with our membership cancellation very poor.

Again, my expectation from Virgin Active is that -
- Virgin Active immediately cancel any debit orders against my South African Bank Account, and
- Virgin Active refund membership fees collected after cancellation (Minus the cancellation fee of R900, as of cancellation during mid December 2018.

Please advise.

I migrated to the Netherlands early March 2019.

- I requested cancellation of membership mid December 2018,
- I and my family STOPPED using services as of mid December 2018 (You can check your club access records to verify this)
- My understanding was that because my membership was cancelled, and my family did not use any of your services as of mid December 2018, ANY MONIES (R455 X 2) debited from my account on 1 January 2019 would serve as the cancellation fees.

- After requesting cancellation of membership, Virgin Active continued collecting club membership fees AD INFINITUM, i.e. 1) R900 debited on 1 February 2019; 2) R900 debited on 1 March 2019; R900 debited on 1 April 2019; R2700 debited on 1 May 2019, R2700 debited on 1 June 2019; R2700 to be debited on 1 July 2019,

- In addition to the club membership fees of R2700 to be deducted on 1 July 2019, I was informed by Happy Mashele that Virgin Active requires an additional cancellation fee of R2700 to be paid via EFT on 1 July 2019. - A total of R5400 is to be paid on 1 July 2019, for membership which was cancelled mid December 2019, for membership which was not used since mid December 2018.

- It seem acceptable business practice to Virgin Active that a member / family who cancelled membership in mid December 2018, Virgin Active collect a total of R15300 after cancellation, and after we stopped using your services, in lieu of an actual contract cancellation fee of R900 as of mid December 2018?

I having been taking this matter up with Happy Mashele / Koketso since beginning June 2019, with a mail from Happy today indicating that I need to contact the retentions department (0860 number) as they will assist with membership cancellation. (Full e-mail trail is available)

Again, our family migrated to the Netherlands mid March 2019, and I find Virgin Active's approach to dealing with our membership cancellation very poor.

Again, my expectation from Virgin Active is that -
- Virgin Active immediately cancel any debit orders against my South African Bank Account, and
- Virgin Active refund membership fees collected after cancellation (Minus the cancellation fee of R900, as of cancellation during mid December 2018.

Please advise.

I was signed up at Kloof Virgin Active on the promise that I wouldn't be debited for the first month 1 April and that if I was to come into the branch and he would sort it out. When I was debited on the 1 April I approached the branch and the sales person for assistance and the story was then changed to "I didn't qualify for the special that was running at the time". I have communicated with various people at the branch with no satisfactory response. I am disappointed that Virgin Active can sell contracts on false promises and have so little regard for customer complaints.

hi

My name is Bakang Pule. I'm a member at Parow Virgin Active Red in Cape Town.
Our gym always have a hot water problem in the showers. We had hot water problem less than two months ago and the problem is back again today (28 May 2019). Six months never pass without having to deal with this problem. Can they also fix or put new shower heads. only three shower heads are working properly.

Thanks in advance

Bakang Pukle (Mr)
Cell No [protected]

I joined the Gym at the Sanctuary Somerset West earlier this year 2019, which the consultant explained to me and my colleague that they are running a promotion and that it is expiring the end of Feb 2019. I then signed up.

I went to the gym on 2019-05-28 before 08:00 but were told this that I can only gym between 08:00 and 16:00. I was never told this before and only discovered this when the lady behind the counter refused to let me enter the Gym this morning. I then told the lady that I was never informed about this and that I gym before and were never informed about this. I was really angry and fuming because of my time wasted and asked the lady to cancel the gym membership because they did not even have the decency to call me aside and discussed this matter. They embarrassed me in front of the other people that were entering the gym explaining that I can only enter the Gym at certain times etc. Their behavior was really disappointing and not very appealing.

I asked for a cancellation and then had to pay an R1146 which I paid on the spot because of the behavior of the staff. Stuart was the guy that sold this to me.

Why wasn't I told before that I cannot gym before 08:00 in the morning. They still wanted me to upgrade to a more expensive plan which I can afford but I only canceled the membership in principle that I was not told the whole truth at the inception of the membership.

If this is the way they treat people then I am glad I canceled my membership. I really hope this complaint get some attention because if you keep on with this behavior very soon you will lose a lot of clients.

Kind Regards
Randall Erasmus - [protected]

Saturday Power Pump classes @Amanzimtoti being cancelled come June 19 due to "poor attendance".There are only 3 classes a week in total and 1 being on a weekday morning which workers cannot attend.This is unfair as I am a paying customer and prefer this class over others.If they are cancelling the class they need to arrange another Pump class at a different time to accommodate those who want this class.Why do other clients get preference to "popular" classes?Our Tuesday evening Pump class is always packed, meaning people enjoy the class.Saturday morning at 9:30 will obviously not be convenient for most people (regardless of what of what class is on), however we still attend as we enjoy the class.There are many other clients at the Amanzimtoti branch who will agree with this

I was retreched in june of 2018 after having just taken out my gym contract. I continued to to pay my account for four months thereafter even thou I wasnt receiving an income. I then spoke to a lady in november to make an arragenement to not pay as I was unable to. They then suspended the account.in february 2019 I was adivised that I have to pay the arrears and carry on paying my membership.

I sent through my retrehcment agreement and pleaded with nick naidoo, who is a sales man at kloof virign active, asking them to please write of the arrears as I couldnt not pay it, and that I had made arrangements with a friend to pay my contact monthly until such time as I was able to get a job and pay on my own again. Nick said that he would speak to the managers and try and get it written off. I never heard back from him again.

Yesterday and today I received a call from attorneys stating that I owe r5000 odd rand that I need to pay otherwise ill be handed a summons.

I feel virgin active should be more accomodating in such situation where I have gone our my way to try and carry on paying and to make arrangements.

I have signed up at Virgin Active Red Parow branch beginning of 2019. May month the club just changed their hours. They are closed now on a Sunday, Saturday's cut down with 3hours. I am working in the week, so when I signed up in January 2019 the hours suited my life style. See that you just changed the contract I would like to cancel my 1 year membership, as this is not what I have signed up.

I changed my mebership to go for another year.

Billing was not done again! [had this problem the whole of 2018]

Embarrising every time I get to reception and Im turned away

Did the change on 28 March 2019 - 20 April 2019 still not correct!
Service manager says he cant do anything - shrugs shoulder and laughs!

I want this fixed
I want a public appology

Regards

Joel Talbot
CARD NO> [protected]
ID> [protected]

Hi, I had an arrear account on my name which I paid through a debt collecting company. I applied at your Lorraine gym last week and was assisted with registration by Dwayne, who was very helpful. The system then kicked out the arrear amount and I mailed a letter indicating the account being paid up. I then had another call from Dwayne stating that there is another account of R689 due. I made another payment of R700 t oyur account. This was done on Saturday 13 April. On enquiring today again, I was told that there is another account for a Mrs MM Wait on system that I need to pay.
Mrs Wait and I got divorced in 2009 and I went to the old Greenacres branch in person and handed in a copy of the Decree of Divorce stating that she needs to continue payments on the account herself. Now your gym branch is keeping that against allowing me access to the facilities.
In the meantime, you have issued a contract for me for a 12 month period. When I contacted Dwayne today to ask to sort this out, I was told that I need to send a cancellation letter. I am stupid, but not that stupid as your contract states should I cancel prior to the end of contract I am liable for half the contract value.

I feel that the contract on my name is paid for and should be allowed to make use of the facilites. The contract for Mrs Wait is not in my name and therefore I cannot see how this can be held against me as by law I am not the contract owner.
Your urgent feedback in this regard is appreciated.

My ID [protected].

I post this because I was challenged to do so by the manager of Virgin Active Bluff, Mohamed Dawood.

I have been a member of Virgin Active Bluff over the course of many years. Unfortunately this is the only gym accessible to me. I have been frustrated by poor customer care, bad maintenance and the "manager is always right" attitude. The air conditioning has been only running at 50% capacity for the last three weeks. On the 13th I spoke to Mohamed Dawood who told me that I was being unreasonable and that in his opinion the temperature was not uncomfortable and the problem was being attended to. I asked him if he had checked the temperature and he told me that he did not need to do so intimating that he was a walking thermometer..This was while I was standing in front of him with not a square mm on my clothing that was not dripping with perspiration! The Gym has been smelling because of humid air and sweat vapour being circulated the the fans that are being used to substitute for a properly working aircon. It seems that every request that I give Mohamed Dawood gets turned around to indicate that I am being unreasonable. I pointed out to him that it took me six weeks to get a refund out of Virgin Active and he asked if I got my refund eventually. I said after 6 weeks yes and he then asked me what my problem was. I told him that poor service delivery was the problem.

I have asked MANY times that the valuables lockers be attended to as the screws in the hinges were loose and because of this they were a security hazard. I took Mohamed Dawood to the lockers and personally showed him the problem. After numerous requests I asked if it was necessary to bring my own screwdriver to tighten the screws. Only after that it was attended to. A two minute job.

In summary I am SICK AND TIRED of being made to look unreasonable whenever I bring up something that needs to be attended to. If my options were not limited I would not be training in a Virgin Active gym. Serious consideration needs to be given to giving PROPER customer service training to Virgin Active personnel.
I paid for a years membership in advance and don't expect this kind of treatment. I have been around for many years and poor customer service is one of my greatest annoyances. I do not expect condescending attitudes. I am the paying customer NOT AN EMPLOYEE!

POOR SHOW

On the 05th of March Lisa Slabbert advised that she will no longer be giving yoga classes. The week prior to that her name wasn't listed on the app for a class as well as outside the studio for memeber to see what class is being offered next. Members that have been attending Lisa's class regularly all placed written complaints at Humewood gym to extend the time of Tuesday evenings yoga class from 45min to 1:15 / 60 min as per yoga class offered on a Saturday morning. They have since brought in new instructors which has 40% knowledge of what a yoga instructor should have. We pay extremely high gym fees to be part of the Virgin active group and the experience of every class offered should be exceptional, that of Lisa's definitely was. I am saddened to say that the new instructors have no idea of how yoga is a mind body and soul experience whereby we as individuals choose to share those minutes willingly with that instructor, but to walk out after a class and feel as though growth has come from it? I question the management, it's not only the classes it's the upkeep since the upgrade as well. Hygiene soap in the showers are not being refilled to the Kauai staff not knowing how to load discovery vouchers properly and the attitude / customer service provided does not feel welcoming at all. I am at the point of if this doesn't change I will be changing gyms.

Ok I have now tried everything in my power to change the date of my debit order. 4 months. I have completed forms at club 4 x. I phoned your customer care line 4 x
What more can I do? Now today thr debit order went through and there is no money in my account. I am paying for 3 memberships so its not a small 1 member issue

Are you really that pathetic to not even get this right?

What more can I do? See a lawyer? Report you to who?

I go to gym at 5am every weekday morning to swim, shower and leave by 6am. I have been doing this for the 3rd year in a row at various gyms in cape town. On friday 22 february 2019 I got to athlone gym afer 5am, changed into my costume and locked my bag with clothing in the locker. I took a carrier bag with toiletries and hung it on a hook close to the shower and wrapped my towel around it. I then went to swim for about 40minutes. At around 5.50 I went back up to the change room only to find that by bag was not where I had left it. When I asked a woman in the pool she said that the club's manager lisa was at the showers busy with the bag. I then went to reception and asked lisa about it and she said that a member had brought the bag to her. She didn't know who it was though. Said she could not remember. I asked for my towel and she said that she didnt know where that was. I thought i'd check in my locker even though I knew that I wouldnt have changed my routine but it wasnt there. I hastily dressed knowing i'd have to get home to shower and get my 4 kids ready for school so I didnt have time to enquire about the towel. My husband however decided to first phone and then went back to the gym to confront lisa who denied having the towel. After a while she then went to "find" it and brought it to him. This morning, sunday 24.02.2019, the woman I saw in the pool asked whether I found my stuff. When I described the towel to her she said that lisa and the cleaner were in the locker room blow drying the towel on friday morning because "the man said he's coming to fetch it now".

I dont know whether lisa or the cleaner used my towel. I spoke to the club manager this morning and he promised investigate the matter and view the footage.

I am very disturbed that this could have happened. That someone who is employed at virgin active cannot be trusted and used my personal belongings. The important goodies were in a locker but the key was in the carrier bag. Obviously i've learned a tough lesson. I cannot trust anyone even the staff at the club.

We are long standing members of the said club.

1. Extreme overcrowding, surely in terms of the health and safety act there is a limit.
2. The policy that everyone must use a towel is not enforced.
3. Persons using equipment does not return it, lack of supervision.
4. Some people when using weights drop the weights, no supervision.
5. The Montclair, Yellowwoodpark and Chatsworth area is in desperate, is there anything in the pipeline?

They definitely need to do something about this gym. I don't know who is in charge, but it is falling apart like the rest of this country. There is no service. When you complain no one gets back to you. In spinning class it is chaos people are arguing over bikes, people that don't book take any seat and nothing is done about it. People that just cycle on the bike then tell you they will leave when the class starts. What is the use of make a booking if it doesn't apply. The manager know it is the only virgin active around Amanzimtoti (Durban) that is why there is no service. If the staff complains, the manager tells them if they don't like it find another job.

I requesed outstanding balance on account for my son and husband as they joined the gym but was not relocated for work.

After agreement an amount was given that i needed to pay end of January.
Proof of payment was send today and now i am told there is another amount outstanding and due tomorrow.

How redicious is this, i can not understand how people can operate.
Can this membership rather be cancelled, we have not even put our foot in your gym and this is the service we get.

After four months the staff here admitted to have thrown out my clothes on the same day I forgot them ( October 2018 incident)

Today 18-01-2019

They want me to buy a new towel, yet they throw mine away. Why wait for months and I'm here two to five days a week.

Before October they throw away my winter top and I was told to come the following day morning so the don't throw it away

October I forgot my clothes again and first think in the morning I was here but my clothes where thrown out again

They should buy me a towel and change there policy of throwing everything out same day.
We are humans also .. we not perfect like them to remember everything even when you have an emergency.

Someone call me on [protected]

I'm beyond angry .