Virgin Active South Africa
Reviews and Complaints

Good day,

My name is Karel Steenkamp and I joined Virgin active by the end of September 2018.
It is very important to say that I believe it was one of the best decisions of my life .
My quality of life / health has significantly changed.
The Personnel at Eco Park - Khomotso, Mangi, Shaq, Nhlanhla, Fortune etc etc assisted me to feel at home there and, up to now - I really can't complain about anything.
Everyone is friendly; The gym is clean through out, The changing rooms are clean and the facilities very hygienic.
My complaint therefore feels so unnecessary but it is definitely worth mentioning:
* On Early Monday evening (14/01/2019) there was a Power outage and the whole Eco Park Centre was in the dark, except for Checkers which has a Backup generator - I therefore could not do my workout;
* To my big surprise, there was another power outage last night (Tuesday evening 15/01/2019) when I came there and apparently at the time of me writing this letter, it is still off. I've now lost out on 2 potential workout sessions.

It came to a very big surprise to me that maybe the most Prestigious Fitness Group in South Africa and maybe abroad, doesn't have a Backup generator.

I stay in that area since 2010 and can tell you that power outages are very common.
I even have my own backup generator at home.

In our area - if there's a power outage - you can buy from McDonalds, Steers, Garages - they all have generators

It's a privilege for me to be a proud member of Virgin Active but it doesn't come cheap. I never complained about the price.

I however belief it is totally unacceptable for a Fitness Centre like Virgin Active which has such a good reputation, mainly also because of the Passionate founder, Sir Richard Branson, not to have an Acceptable Plan B in the case of a Power outage.

If it's not possible to purchase a generator for whatever reason, their is always a hire option where a mobile generator can reach them within 1 to 2 hours, depending on the paper work etc.

I was involved in both industries (selling, renting) myself.
I can even refer you to City Generators and several other companies.

I would really appreciate your feedback in this regard, and if you say that backup power, whether permanent or hire, is not a necessity that needs to be explained in detail - I still can't believe it...

Regards,
Karel Steenkamp
E-mail: [protected]@kpsconsulting.co.za

Good day. In November of last year, I was I the locker rooms getting dressed after a work out. A staff member (who I had not seen at the gym prior to this day, but was in uniform and was later advised that she was helping out from the Lorraine branch), entered the locker rooms on a video call(I could see that there were multiple people participating in this call). The staff member walked up and down the locker room on a live camera call, completely ignorant of the idea that not all members like their naked bodies being shared who who knows who, and possibly recorded. This incident was reported that night to the staff at the front desk and no follow up was made. After going in to the club again the next week without feedback, we(my husband and I) requested to speak to a manager. All the details of the incident was provided to the manager who offered her assistance in settling the matter.
Yesterday (the 14th of January 2019, 2 months later) I got a phone call from the same manager, asking me for a statement of what happened to be emailed to her. This phone call only happened after my husband bumped into her at the gym and asked her for feedback, after which she said the details have been passed on to the Lorraine manager. However he pressed on to say that we don't gym there, and the incident happened at the Humewood branch, and we would like it to be resolved. This gives me the impression that she did not take our initial meeting seriously, as to date all that has happened is her requesting the same information previously provided.
Virgin claims that they cannot protect my possessions (such as my running trainers and beauty products), which has been stolen from the locker rooms as they are protectong my privacy, however after this incident it is clear neither statements are true. For a staff member to be walking around the locker room casually with a camera, broadcasting what should be unseen to the public has shattered the confidence I had in the company, and the lack of drive for this being resolved even more. At this point I don't forsee there being anything done by Virgin Active to rectify the confidence I once had. Clients clearly don't matter to the company.

Good day

I am very upset that the Richard's Bays virgin active gave my child an account.

He is still in school and have no means to pay for this and I have not been notified, I will not let my son get a bad name because proper channels was not followed!

I want this contract canceled emediatly, if the will be an account I will be the one to open it or at least be with him.

His name is Franco van der Berg. I'd 000802, he was with his father and we don't live there or near a virgin active.

Thank you, please keep me up to date.

Mrs. Sharon van Der Berg

The club manager at Virgin Active Tygervalley is extremely racist and has removed all step classes that people of colour have been exercising on for more than 20 years. They claim that if they dont have 10 or more people, they are not making money but the stats on Google says that Virgin Active has grown in memberships. I have complained up to the CEO but they send me back to a club manager who started screaming at me when I told him what I will be doing. My next letter of complaint will be going to the owner of Virgin Active South Africa aswell as Sir Richard Branson. I wont stop complaining until those classes has been returned. I'm also not going to ask please nomore because you dont receive my respect and I will expose your health centre to the whole world

I am logging a complaint due the gym is taking money from their clients, but not providing a great gym experience.

Aircon does not work at all causing some gym classes being cancelled due to this. The place smells horrible.

Almost 60% of the equipment is out of date and even worst does not get fixed when faulty.

Complaints feel unheard by the staff and they keep brushing the complaints as nothing is wrong.

The neighbour virgin active gyms are way better in service, equipment and staff. Can we please have someone in authority to fix this club urgently before all clients convert to the competitors like Profiles, Planet fitness and etc.

Dear Sir/Madam

Good day to you, my name is Sandile Marx Mdlongwa holder of passport number CN823861, of residential address 2509B Zola 1 Themba drive, who used to use the services of Virgin Active Jabulani Mall. I would like you to kindly assist the person who was paying for my gym account Miss Zinhle Ngoepe to close my account because I'm am no long in South Africa as my study permit has expired and i won't be coming back soon as I've taken other studies this side in Zimbabwe.
i hope you will kindly accept my request and assist Miss Zinhle Ngoepe in closing my account.i was greet working out in you gym and you services were good and up to standard

Yours Sincerely
Sandile Marx Mdlongwa

Good Day

My name is Masetlhe Alison Setlogelo, ID no: [protected] and virgin active membership no: [protected]. Before I had tramshed virgin active membership and when I started to have the financial problems in 2008 I was in arrears. All my arrears was paid on the 12th February 2009. I went to close this account at Eco-park with the deposit slip on the same day. The amount that was paid was R1, 288.00 receipt no. 1825841.
In April 2014 I joint virgin active and later added my kids to be members as well. January 2017 I cancelled my daughter membership as she moved to live in Free State with my mom. She is back so tried to add her again in January 2018 but her membership would not be processed because the account was never closed at
the time I requested to be closed instead it was closed four months later as I was inform it has paid amount above R1, 000. I was told since then I have to resolve this myself. I cannot accept this because I closed the account the same time with the payment of R1, 288.00 due to the virgin active employee who forgot to process documents.

If this is not resolved at virgin account office I have these options cancel my membership and join Planet fitness, Curves and my company gym. I cannot be told after nearly ten years that I have a debt which was created by the virgin active employee.

I had a very unpleasant encounter with one of the employees at Virgin Active Claremont . His name is Mazi.

The situation goes as follows, I was working out at the deadlift station when Mazi without asking me begins disassembling the weights. I ask him to please leave it for now as I may carry on using it. A few moments pass and he approaches me at a different station asking me " Are you done at the deadlift station " I respond by saying a long time ago, he then orders me to "Can you go and pack the weights back then" in a very unpleasant manner. I approach him a few minutes later as I was troubled by the way he addressed me asking him if thats how he speaks to all members at the gym, to which he starts arguing. I tell him its okay, I've received the answer (presuming he may have had a long day so he must be tired and grumpy) . I carry on working out only to find him announcing 2-3 times that members should pack their weights . Extremely understandable and this policy is very correct. However he comes back upstairs starts talking to a fellow employee and both of them start picking up other weights and equipment left by members while making negative comments indirectly addressing me. This is when I felt the need to go downstairs and complain at the front office. He then appears in front office and begins arguing saying that he will not say sorry and he knows that I am wrong and he doesn't understand what the problem is and carries on arguing. A fellow employee than stops him and takes me away to address me saying that she will speak to the manager to speak to him and she completely understand and she is sorry. He then comes back upstairs and has the same negative attitude . I felt very unwelcome and uncomfortable at the facility after that. My issue is I don't require an apology, I addressed the fact that the manner in which he addressed me was not professional and extremely unpleasant. When I approached my concern it was not handled as if it were important and the man I had the concern with carried on arguing with me to the point where he shouts to say I am wrong and he will not apologize. I don't know if this is how employees at virgin active are entitled to behave but if that is so than I feel I should take my membership elsewhere. Mutual respect is so important to keep both members and employees happy but this seems to be an issue with Mr Mazi at Virgin Active Claremont, Cape town.

Good day
I cancelled my contract at the gym with the manager in december 2015 as I was retrenched, I was told I could pay month to month as I was not sure how long I would have money. I did this for about 3 months and then informed the manager again in 2016 that I would not be coming back. They told me it was fine and all was sorted on the system. I am now being harassed daily by nu debt, mbd for payment of virgin active membership. I cancelled with a manager and was assured it was fine!
I am still unemployed and will not tolerate this anymore please rectify your records. Cancel my membership.

I am a member of Virgin Active Red Little Falls.
The power goes off in the area quite often, and every time I get there to find that the Gym is closed .

This is really frustrating as it takes time out of my day .
Surely there must be a way for the Gym to inform it's members via a text message that the power is off and that the gym is closed.
In this day and age, it is hard to believe that there is not a notification system in place .

Please look into this.

• Membership No: [protected]

Good day Thato,

Thank you for the great service that I received telephonically by your staff. Would you please be of assistance on the matter below.

When I joined Contacted Virgin Active Early in 2017 (a Year and a half ago), to cancel my memebership as (I was not using it), the person who I spoke to confirmed that my membership will expire soon and asked whether I wanted a month to month contract instead. I am not sure who it was nor the exact date. To which I said that I am not interested as I do not use the Gym at all. Today I realized that as far back as I can see on my bank statements - the Membership is being debited every month - Without my knowing?

My request is twofold:
1. Please cancel my membership with immediate effect and STOP ALL debit orders from my account. I can provide my account details should you require it.
2. Due to the fact that I have been misled in my communication when requesting cancellation, (and now I'm told that it automatically renews itself unless I come in to sign paperwork) I request that I be reimbursed in good faith for this period, or at least part thereof. I have Not been aware of the debits going off and was under the impression it is cancelled. I am sure that this could be refunded in good faith, as you can surely see on your side that I have not used any of Virgin's facilities nor do I even have an access card anymore to do so anymore.

Your understanding and assistance on the matter will be greatly appreciated.

Thank you

To which I received this reply from the manager on: Monday, 26 November 2018 4:16 PM
Steven it would be hard for us to refund you the mentioned monies as the proper cancelation rules were not followed by yourself and possibly the individual you dealt with, I have attached your signed contract, could you please look at Section F, it states what is needed on cancelation which in this case wasn't done

Then My response on 27 November 2018 08:06 AM:

Hi Thato,

Thank you for your reply with my cancellation request. However:
1. The cancellation letter says "this receipt merely confirms the receipt of your cancellation letter. Further confirmation as to when your cancellation will be actioned, will be communicated either via a phone call or via written communication". It seems like it is not cancelled, and once again Virgin Active is going to try and outsmart me with a fine detail to ensure I pay?
2. RE: The contract you sent me:
a. Section A: The address is incorrect and I have for the past 10 years not had a postal address or lived at "50 BOULDERS, PHILIP NEL PARK, PRETORIA WEST" - Therefore I would not have signed this form had I seen it in the first place
b. Section C: The details about the membership clearly states in BOLD: "Membership type: NEW MARKET CLUB 1 YEAR (12 MONTHS)" Why would it be hidden in the fine print that after a year I should cancell?
c. Section E: Monthly Installments for one year was R107.50. How do you think it is fair to bump up the rate from R107.95 to R504 per month in one year? That's a 370% increase?
d. Signatures: That is a digital signature and I can assure you that that was pasted straight onto your forms, my signature would not be on there if the data was correct which also shows I did not see this form, nor did I go through it with the Consultant upon joining. Look, here is the digitised signature simply copied from your form, as it was pasted in See, it's just too easy?
3. Your comment below stating that the cancellation rules were not followed by myself, is incorrect as surely you would understand, that I would not pay for something I did not use, and I not sign an ongoing contract but rather a 12 month contract. Nor was I aware of any cancellation rules, and if I knew the payments were going off, I would surely have enquired sooner. OR I WOULD HAVE AT LEAST MADE USE OF THE FACILITIES. Which I am sure you can clearly see that I haven't made any use of any of your facilities!
4. Your comment below stating that the cancellation rules were not followed by the consultant - That might be correct, but your phone operators cannot give me a single ref # to any phone call so that person is now conveniently gone?

In Conclusion:
• The contract Data is incorrect
• The Contract was not signed by me, although I was asked to sign on a pad numerous times
• The Facilities were not used also showing that I was under the impression it is not renewing itself after 12 Months
Please respond to my query below. How will this be refunded, and shall this be done without a battle/ in good faith, or will I have to take this further in order to get it refunded?

To which Thato responded was:
Please note that there wont be any refund made as stated on previous mail and terms and conditions of the membership contract you entered into with Virgin Active.

Good day,

I had a gym membership for my sons and I at another gym and decided to join virgin active. I was told that my son and I could join and my fee would be R286.00, and my elder son Yusuf could not be on my gym membership so I had to take out a separate membership for him. I specifically told the lady that our gym fee was R99 per month and she said that is what our fee will be. We have not used this gym since may as I cannot accept that they are deducting R675 per month for my son which I pay for. This is false advertising and I believe intent to deceive me. I was never given a contract and was shown the fees part which clearly shows R99. in finer print which I was not show is the amount R675.
This is wrong and misleading and do believe I should be refunded in full for wrongfully debiting my bank account.
My son's membership number
Y Y Soobrayan [protected]
I pay for this gym fee, it is my bank details and my signature on this agreement.

On the 4th of November the was an argument between myself and two ladies in the gym, about me not wanting to move my mat in a pilates class as there was no space between myself and the lady behind me. The irony about it is the ladies husband had his mat in the front of me and there was ample space for him to move but she insisted i move. I refused to move my mat and be all squashed and the daughter starts insisting i move. In my agiatation through this we exchanged words all three of us exchanged words! Three weeks later the Claudio at Glenvista VA suspends my membership with consulting me, without a warning without anything! i went to gym and the lady said your membership is suspended. After phoning the gym i get a letter stating that my membership has been suspended and how conveniently the manager is on leave. I think this is utterly wrong my fees are paid and how do suspend a membership without any warning or first consulting the member! This is utterly wrong and against consumer rights! I would like my familes memberships moved from this gym ASAP!

I was nominated on 13/10/2018 under staff nomination and virgin active. on 31/10/2018 it was cancelled in error by virgin active. Since the 2nd of November am being treated like my membership issue isnt a priority i have interacted with manager, 2retentions agents and i have been told it will be resolved and still nothing has been done. 2 retentions agent lied on a recorded line saying it will be resolved and they will feddback it is 10 Nov, no resolution not so much as a follow up call. what horrible service. all i get told is, its logged with IT. can anyone help with this? should i really be treated like this just because its a staff nomination?

Good day

I took out an contract with virgin active gym amanzimtoti in 2016 for 2 years and i moved to Pretoria last year since then i did not go to any virgin active gym's this side. I recently went to a virgin active gym to find out when my contract will be expiring just to find out that it already expired in June of this year and this company is still deducting money from my bank account. From when do companies do this without permission and not have the decency to let the client know in any way that the contract has expired

I moved my gym contract and 2 of my childrens contracts to Virgin active menlyn from Groenkloof because they have more children for my child to play with at the time we go to gym and they told us they revamping club v at menlyn so we moved and enrolled our twins with them also.

Today at club v the attendant told us we must rember the 2hour rule and we must not be late again and she would not have said anything but this is something we do a lot.
When I asked her what is alot because I only know of 1 other time before today she said o yes it was only once but still. The first time I was late it was 3min and today was between 10-13min and she made quite a big deal of it. Then when I went to get my baby's her cellphone was lying next to them where she was sitting, so If we have to obey the 2hour rule should the staff do the same and not be on their cellphone during work and especially if you are looking after small children.

Now I want to move my contract to groenkloof but who is going to pay for the contract move because I dont want the staff at club v menlyn to look after my children after the big fight we had today.

We payed to move everything and now I have to pay to move everything back to groenkloof again.

The steam rooms are finally back in action here in Foreshore, Cape Town but wait. There are pools of sweat all over the plastic seats.
One thing i'm not keen on is sitting in strangers sweat especially sweat from strangers genitals.
I'm shocked to watch guys coming in to the steam room and lowering themselves deep into the smelly puddles of this stuff.
I'm a Doctor from the UK, I'm really not used to this kind of behaviour.
If only these guys knew they were exposing themselves to horrific STDs and copious amounts of nasty nasty germs.
I mentioned this to the duty manager at Foreshore, she promised to act, 3 weeks later, nothing!
I went to another Virgin active, Waterstone, Somerset West, same thing! weird.. It must be a theme.
How cute.. NOT

Virgin active customer care department is really bad, the only people who are nice are the sales people who want your money and once they have it you stop being a human but become an animal. I am very disappointed at how the cancellation fee works, I phoned my friend telling her that I am going to cancel my membership fee based on the following reasons:
1. I have only gone there once since I joined
2. I cant afford to pay for something I don't use
3. I will be going for a year abroad in January so I might as well prepare and the money will assist me wit the visa costs.

Unfortunately/fortunately my friend told me that she just cancelled hers and they wanted a 40% cancellation fee and she said she doesn't have it so they made it to be 20% cancellation fee. So why did she get a discount and I don't, this is unethical and would like the public to assist me on where I can go to lay a complaint. I even agreed to their 40% but asked for a payment arrangement and they refused. so why must I pay for something I don't use with money I don't have. when I try to be responsible and ask for working solution I am being denied this. Surely I have rights.

1. Watt Bikes get attended to by the maintenance crew...they are not qualified to maintain the bikes. 1 x Watt bike has been out of order for nearly 2 x weeks. sometimes you get to the club and 2 x out of 5 bikes are not working.
2. Shower door in ladies bathroom has been off for approximately 2 x years
4. No Soap in showers, no toilet paper in toilet, drains are smelly and drains are often blocked
5. Assisted pull up machine - the rubbers on the handles on the sides are so crunched that it is painful to hold onto them. Have asked they attend but has been like that for over a year.
6. TRX cables are fraying and are difficult to adjust.
7. Leg ext. machine, the seats needs recovering both of them
8. Pins are often missing at the machines and one has to look for them
9. Downstairs red floor mat needs to be adjusted and is often dirty.
10. Showers get cleaned during peak hour in the morning when the showers are being used.
11. The pressure of water in the ladies bathroom is pathetic
This list can go on and due to Comaro closing Meyersdal have many more members and often there is not enough place for stretching, personal trainers etc on the floor allocated for non weight bearing exercises.
There are many people that are unhappy and have asked that I complain to head office.

My name is Andile Mbele reside in the Durban area, I am writing this email with great disappointment as last week I had drove to the gym to attend a session only to find that I would have the most horrible experience. I have been a member of Virgin Active Gym for over three years, and as a loyal member, I would like to draw your attention to several negative features that have crept into the gym over time. As I speak to you now I am faced with car insurance complications and high amounts of money to pay towards my access all due to a highly ineffective system that was implemented by Virgin Active Kingspark branch.

To me it seems like Kings park virgin active does not have the customers best interest at heart. The gym does not have a parking facility that fits all members and unfortunately that is never discussed when you are taking up a policy with the gym. My frustration is why have they created a parking lot for vehicles right where the cars that are coming out have to use. As a result of this we end having only one lane for in and out vehicle access.

I entered the gym with a high number of vehicles on the road as it was peak hour. I drive down inside the parking lot only to find that there is another car that trying to leave the gym. I asked the other car owner to please reverse as he had no cars behind him and I did, unfortunately the other driver was not prepared to move and now everyone behind me had to try and reverse slowly onto other areas in order to make way for this car to go out. I don't think Virgin Active has assessed the risk they are putting their customers in as it is very dangerous to reverse out into on coming traffic and Isaiah Ntshangase Rd road gets very busy during peak hours. Whilst now trying to make way for this car and minding all the other vehicles parked around us and vehicles behind us already I ended up now damaging the back of my car. There security guards there but they don't do anything to assist with that crazy traffic that is happening there.

We pay so much for Gym and we expect a quality service and it is so unfortunate that we end up putting ourselves in these predicaments. I am now paying gym fees for nothing because now I cannot go to the gym since I no longer have a car and also drowning in debt. I called the managers to complaint about this same time on the scene, they took my number down and promised they would investigate it further and give me a call the next day but ever since I haven't heard from them.

Very disappointing!