Virgin Active South Africa
Reviews and Complaints

Hi it's been two weeks now that the pool at the Lenasia, South Africa virgin active gym is not available for use to to a pump issue. Our aqua classes are disrupted and Our kids train there and now this is halted. It seems the manager is not interested and he is also mostly not accomadating. Please can this matter be resolved ASAP. We have a pool but cannot use it 🤔😡

To Whom It May Concern,

I was at Virgin Active Lonehill on Thursday 14/06/2018, minding my own business like I normally do, when one of your personal trainers, Kate Ortlieb, approached me. She started off by telling me that I'm the skinniest person she has seen in a long time, my boyfriend then intervened and told her not to use the word skinny (as it's offensive, just like telling a fat person that they're fat), where after she told me that I need to look at myself as a blank canvas and that it takes years to see results but that I will eventually get to where she is (she was pointing at her bicep as she was saying this), the insults just kept rolling in and I felt as though I was under attack. As she then turned around and walked away she pointed at my weights and said that I can do better than that (referring to the weight I was on).

I found her remarks incredibly unprofessional and offensive, she shouldn't approach people in gym she knows nothing about and give her unwanted opinion, for all she knows I'm recovering from a serious disease. I've been training for 3 years and don't see myself as a "blank canvas". Right now I don't feel like returning to the Lonehill gym, it's already difficult enough knowing that fellow members judge us, now we're also being judged by the gym staff.

I really hope you can take this matter seriously and reprimand her not to approach and verbally attack anyone in the gym again.

I would be grateful if you could please let me know how this issue will be resolved.

Kind Regards,

Sindirèè

After lodging a complaint on ‘hello peter' as well as being promised to be reimbursed by no later than 6 june, I have yet to receive a refund for incorrect billing of my account.
I am going to write another complaint on hello peter - I see you have thousands of complaints and very few compliments on that platform, and out of the 50 I went through you had only responded to one, which was an appraisal.
You are indeed an arrogant organisation. I shall be sharing my experience on hello peter and every social media platform available.
I insist that I be reimbursed and you to do your job - satisfying the customer!

Begin forwarded message:

From: nadia jefthas
Subject: re: eden grosel contract [protected]
Date: 30 may 2018 at 15:31:46 sast
To: joanne grosel

Good day

Hope you are well..

Please be so kind and forward me a copy of your bank statement as our head office needs to investigate and credit your account.

They advised you may email it to [protected]@virginactive.co.za

Kind regards

Nadia jefthas
Club administrator - stellenbosch
T +[protected] w virginactive.co.za

Virgin active | south africa
From: joanne grosel
Sent: 29 may 2018 09:42:30
To: nadia jefthas
Subject: re: eden grosel contract [protected]

I have not heard from head office, and since you were the person to whom I spoke, and who advised me (incorrect), it is your job to follow up - not mine. You remain my person of reference until I hear from someone else. Since I haven't heard from anyone else my previous email to you remains what I will do should I not be contact today. Please follow up and ensure my problem is addressed.

On 29 may 2018, at 09:06, nadia jefthas wrote:

Good morning

I have forward you email to our head office as per previous email.

Kind regards

Nadia jefthas
Club administrator - stellenbosch
T +[protected] w virginactive.co.za

Virgin active | south africa
From: joanne grosel
Sent: 29 may 2018 08:41:31
To: nadia jefthas
Subject: fwd: eden grosel contract [protected]

I hereby request a person in authority to contact me.

I also request in writing that this matter has been addressed - that my account will be credited and the unauthorised person has been removed from my billing profile.
Failure to communicate with me will result in me having no alternative but to put this to hello peter. I do not have the time to run around and beg for virgin active to do their job!

Begin forwarded message:

From: joanne grosel
Subject: re: eden grosel contract [protected]
Date: 28 may 2018 at 17:03:06 sast
To: nadia jefthas

Please refer to your own bank statements and you would pick up this amount would not be allocated so therefore it must be in your suspense account, if you are actually doing bank recons! My bank account is a private and personal document. You have the reference number. My bank could only reverse the last payment. This has been debited to my account since my daughter joined the gym.
Again, I need in writing that this person has been removed from my billing profile. The other deductions can be set off as a credit on my account.
Please forward a statement to me reflecting the credit notes passed on my account.

On 28 may 2018, at 15:28, nadia jefthas wrote:

Good day joanne

I am so sorry for the inconvenience..

I have taken your query up with our head office spoke to zanele, they have requested a bank statement this will help them remove your bank statement.

They will do an investigation from their side and give us feedback asap.

Also please confirm if you have reversed the payments.

Please forward your bank statment to [protected]@virginactive.co.za

Hoe this information finds you well

Kind regards

Nadia jefthas
Club administrator - stellenbosch
T +[protected] w virginactive.co.za

Virgin active | south africa
From: joanne grosel
Sent: 28 may 2018 14:45:27
To: nadia jefthas
Subject: re: eden grosel contract [protected]

I am awaiting your prompt response - or someone who can explain to me what is going on and what is being done about it. Your very blasé response that I can ‘reverse the payments' is an of very poor service!

It is shocking that virgin active is quick to look for payment and slow to assist and do their part when they have made errors. You have not represented the company you work for very well.

I expect someone to call me and for the problem to be resolved and put in writing that it has been resolved.

This should not be my problem - virgin active should be assisting me to get my money back!

On 28 may 2018, at 14:09, nadia jefthas wrote:

Good day

Our phone lines are currently down but will contact our head office asap when the phone lines are up.

Nadia jefthas
Club administrator - stellenbosch
T +[protected] w virginactive.co.za

Virgin active | south africa
From: joanne grosel
Sent: 28 may 2018 13:55:04
To: nadia jefthas
Subject: re: eden grosel contract [protected]

Yes, of course I want to and will reverse them! What I want to know is how she ended up on my profile. If you cannot answer the query then escalate it to someone who can. I want an answer as to how this happened. Virgin active needs to inform me how this mistake was made and need to rectify it immediately so that it does not happen again in june!

I would appreciate better service from you, and if none is forthcoming I shall have no alternative but to write to hello peter and lodge a complaint using you as my person of reference!

Your reply is unsatisfactory and I await to hear what is being done about this!

Sincerely

On 28 may 2018, at 13:23, nadia jefthas wrote:

Good day

Just some feedback the contract number you gave me is for ms elaina lotter.
If you want to you may reverse the payments.
This wont have an effect on your daughters contract.

Kind regards

Nadia jefthas
Club administrator - stellenbosch
T +[protected] w virginactive.co.za

Virgin active | south africa
From: joanne grosel
Sent: 28 may 2018 11:26:18
To: nadia jefthas
Subject: eden grosel contract [protected]

Good day, nadia

As per our telephone conversation earlier - the reference number and how the payment reflects on my statement: virgin act4006127692:116027.

This amount is for r252 and I have no clue what it is for? It was deducted from my account for the past 3 months!

Please advise how I can stop this payment and how I can be refunded - I did not authorise this! We were sold a contract for eden leigh grosel at r509 per monthly only.

I await your reply and guidance regarding this matter.

Sincerely

Joanne grosel

Disclaimer
This email and its contents are subject to a disclaimer, which can be viewed at www.virginactive.co.za/disclaimer. if you are unable to access the link, please email [protected]@virginactive.co.za and a copy of the disclaimer will be emailed to you.

This email has been scanned for viruses and malware, and automatically archived by mimecast sa (pty) ltd.
[protected]

What do you have when you have no rings or pull up frames (not a pull up bar)? You have an outdated and unbalanced facility that caters for the general populace of ill movers. Hanging, brachiation or just plane playing on bars or rings has been used for hundreds of years for the preparation of not only basic human development or top sports, but also in the functional and general phases of pre and rehabilitation. For years and years there has been talks and promises about some form of change, but it seems futile as nobody cares...or even worse...not realizing what could have been. This is just one of many complaints about "brand standards" thats been conveniently swept under the "we dont have space or money" rug!

I was told that i would be paying R99pm for 2 years gym membership and after that I'd pay R325 pm. I was immediately interested and the following day I went to the gym to become a member. I then found out from the lady helping me after I signed the document that the membership fee pm is R400. I then told her that I was told yesterday that the fee is R99 pm from her colleague. I told her that I'll think about it but I do not know what to do now. Am I allowed to cancel the membership?

Hi

I feel sexually violated!

I came out of the shower/steam room's walking to my locker, then to the towel/toilet paper, just in my panty's.
One of the virgin active staff members came to me asking, "sorry, can you not see there's a man in the bathroom!"
Now how am I supposed to know there's man roaming around in the ladies bathrooms?
On top of that while I was dressing in the corner, I heard them giggling with the guy!, saying what?

I feel sexually violated!

The guy that was in the bathrooms was the same guy that took me around the first day I joined the gym!
Now how must I look at him when I go to the gym daily?

This is unacceptable!, why was there no ladies staff blocking us from exiting the shower/steam room?
Did they want him to see us?

I cannot comprehend this!

Regards
Josene
[protected]

Membership number [protected]

Virgin active team came to our workplace organised by my employer, we went to go do health asssesment and the guy by the name of brian who advised he is based at virgin active alberton convinced me to take contract, I told him that I will not afford it he said that I can sign contract and within the 5 day cooling period I can call cancell it. He was giving away bags for people who joined but never game the bag as he said I have not decided. Today I called and a conultnat by the name of thobani told me he cant cancell the contract I must go to maponya mall to cancell it, I told him that I am at working and im knocking off at 6 he said well the club closes at 7, he had total disregard that I have to travel to maponya from my workplace to maponya and spend money nad no guarantee that I will get there by 7 and also brian the recruiter never told me about that process. He was so arrogant and told me that he was not there when I was speaking to brian so he is warning me that if I dont go this evening they will take my money month end and even if I can go to consumer I wont win the case. This people lie to us just to get you to take then contract and mislead us, so its all about the sales and nothing else. I have never been so angry in my life espeacilay with teh consulatnt that I spoke to just 10 mniutes ago who is rude and arrogant

I posted the above on hello peter never got a response, I put a second pots no response, I sent 2 emails to virgin active no response

I wanted to cancell my contact during the cooling period as advised the consultant at customer service refused, now they are calling me that I must pay, what services must I pay for now because virgin active refused to cancell the contract?

I went into Virgin Active Silo District on the Waterfront not knowing that I am unable to use the facilities as I am a premier member, Card Number [protected].
I was declined entry on 04 June 2018, +- 8am & when I asked the frontline person if I can use the rest rooms I was told that he needed to confirm with his manager. The manager turned around & told the person dealing with me to inform me to use a public toilet.
I have had nothing but bad service from Virgin Active since inception & when I tried cancelling my contract I was told that I needed to cough up R7000-00 cancellation fee. The episode yesterday has left me completely speechless. I can understand if my intention was to workout but I was on my way to work. I can even understand had I not been a member of Virgin Active but to have a manager insult me by informing me to use a public restroom is absolutely disgusting. They wouldn't give me names and surnames in order for me to lodge my complaint. I pay R781-00 monthly & it may not be Silo District premier but it still contributes towards your business staying afloat. Sad to say but if this is the attitude of 98% of your Virgin Active staff then I am definitely not renewing my contract going forward. Your staff has no right to treat anyone in such a degrading or disgusting manner. I sincerely hope the necessary actions are taken.

Kind regards,

Kashiefa

contract number [protected]
Canan Althans
8 Edmondia Close
Hout Bay 7806
Mobil : [protected]

This Story started in August 2017

20.7.2017 I got a Lumbago and the MRT from Constantiabergh Mediclinic confirmed the result.

1 week of August 2017 I consulted the customer Service desk to annulate my Membership conztact.

The Lady explained that she need all documents from doctor and Hospital.

18.09.2017 I got a second Lumbago, and on the same day Dr. Weber signed a document, that I am not allowed anymore to exercise myself.

19, 09, 2017 my husband consulted the Counter at VA Downtown Cape Town and spoke to Mrs. SINAY. She was not be able to give a help, and she handled it over to the Manager Mrs. LARISSA. All documents were handled over to LARISSA and she promissed, that she will check everything, and shortly we get an answer.

More than 2 weeks later after another call back to her- she gave to my husband the phone and e mail number of Mr. NEVILL ( Neville.[protected]@virginactive.co.za)

Beginning November 2017 we had a Meeting with Mr. NEVILLE to explain again the Situation

16.11.2017 we sended all documents via e mail again to Mr. `NEVILLE

NO ANSWER

after different phone calls until 22.12.2018 we got the Information, that Mr. Neville is not anymore working with VA, and we were handled over to Mr. YUSUF SLAMDIEN (yusuf.[protected]@virginacitve.co.za)

26.1.2018 e mail from Zaneeq.Osman(zaneew.[protected]@virginacive.co.za)
that the Company debit only Rand 395 from my credit Card account, instead of Rand 474, -- what the credit Company deduct on my personale account.

31.1..2018 new e mail with all Explanation to Mrs. Zaneeq.

NO ANSWER

Meanwhile different phone calls to YUSUF SLAMDIEN an also a new e mail on 8.2.2018

On the same day 8.2.2018 I got a credit on my account from VA about Rand 1659, 00
and I thought FINALY THE STORY IS OVER.

But the Story goes ahaed!

On 1.3.2018 VA deduct my account with Rand 79, 00, and a phone call with the Service Center explained, that this is the membership fee for my daughter Daliah?
My daughter had Swimming lessons from the Deutsche Schule Kapstadt, but only between between May and November 2017.

With the credit back to my account, it was clear, that also this contract has been cancelled.

But the Story goes ahaed.

on 31.3.2018 VA Kenilworth deduct my account again with Rand 415, 00

and on 30.4.2018 again with Rand 415, 00

and the same on 30.5.2018

So my cancellation was excepted - I got back a cerntain amount. And than VA starts again with monthly fees.

I would like to get back the total amount of Rand 1324, - payed on my credit Card account.

I would like the confirmation that the Membership of the contract is absolutely cancelled.

And I would like to have an apologize from the head office for this unbelievable story, which cost me a lot of time - extra costs and nervs.

Contract No: [protected]
Membership No: [protected]
Member's Name: Ms Jane Van Der Merwe

Good day.
In July 2017 I signed a contract agreeing on a debit order of R400.
I was notified about an increase to R425.
Both May 2018 and June 2018 R857 was debited from my account.
I request an explanation and a refund of excess amounts debited.

I hereby notify that I do not wish for my membership to continue.

Thank you

Note that the above two clubs are refusing to open the South African news networks preferring to only show CNN and Sky News unlike in Gauteng where we get to watch the local channels.

Please intervene as I also visited the London club and was only able to watch British channels with nothing about South Africa

The second issue is a threat to cancel Aqua aerobic classes even though we pay exorbitant fees every month

Good day,

My name is Princess Nkabane and i'm a member of Virgin Active Red in the Durban CBD on Pixley Kaseme Street.
Last week I came to the gym two hours before closure with my boyfriend who is a premium member, but joined me for day for a session. We used the gym until closing time. Normally we get told that the gym is now closed, we put the equipment we use away and go take our stuff from the lockers and leave (preferring to shower at home).
On this particular day, a Thursday, 24 May, the last message I heard was the one telling us that we had a few minutes before the gym closed. We made our way to the locker only to find that the employee on duty (a tall, lanky, dark skin toned guy) had broken into the locker. My lock was damaged and he quickly said he would buy me another one and that it was his mistake.
I'm not one for confrontations so I kept quiet and the next day I came to pick up my lock. I received an old clanky lock with one key. Keys always come with spares, and my lock was not old.
I would have expected that I be given a new lock as a courtesy. I felt disrespected as a customer. This is not the first time I have lodged a complaint about the service at the gym. May I please get my lock. I will gladly return the old one they tried to shove onto me.

Regards,
Princess Nkabane
[protected]

HI, I recently join Virgin Active gym in Benoni on May 2018 when they had the promotional bag and I was told I will get the bag as soon as they have stock and that I can still join, now that I have joined the consultant Siya is telling me "I must not put pressure on him" he doesn't call me as much as he used to when he wanted me to join he doesn't care anymore, I need a solution to this.

I'M Lerato
my membership card no:[protected]
email [protected]@gmail.com

30.05.2018

my daughter was at the facility and the consultant just got her to sign a contract, nothing was explained to her. she is currently not working and she has no means of paying the fee. the next call she received was being told that she owes VA R500.00, now she is trying to cancel the contract she needs to have close to R1500.00 cash before she can cancel. she does not any proof of what she signed and no cards. this is daylight robbery we are now told that she has to go to the branch.

I have been attending the germiston branch since 2012. We have a spinning studio full of exercise bikes which the odd individual uses when there is no spinning class. Then on the main floor we have an additional 20 or more exercise bikes. I have not seen more than 5 of these bikes being used at once. I cannot understand why there are so many bikes and yet we have to compromise our exercise routines because the are so many other machines that we have just one or two of.

The classes oudide of the studios k90 virgen disrups a huge amount of other gym goers with the overly loud music I cannot see why these spedial classes not be conduted in the studios probided, coming from worlk ar night trying to unwind it just creates irritation. With the staff not willng to compromise or even understand reason, im totally shocked at how my gym now operate. Regards.

I have been a member of the existing gym, then Health and Racquet, now Virgin Active, Menlyn, Pretoria, since 1996. Most of the areas of difference between myself and management have been resolved amicably and we have moved on. About two years ago the then manager, Chad, created a specific area for stretching exercises, with selected apparatus, to enhance such stretching exercise availability to ALL members. It has worked very well until today .
This morning, 29th May 2018, when some of us wanted to continue with our normal stretching exercises process we were prevented from such by a very noisy open area "class" exercise going on. On discussion with the present manageress we were told basically, "Get used to it, as it is going to happen twice a week for one hour."
She was not interested in our situation, totally indifferent an unsympathetic. In other words "Like it or lump it". She has little to no interest in the Virgin Active members.
Please can this matter be resolved and can we return to the previous situation, especially without the grossly excessive noise.

Terrible and incorrect information given to me. I needed to reinstate my membership and virgin active call centre provides me with incorrect information. They are blaming my vitality however b called vitality and they advised me that all my premiums are up to date. I'm very disappointed that I even wasted my money for a company that is so inconsiderate. I am will to pay the outstanding premiums but they want me to take a new membership so they can gain on the joining fee... I asked to speak to a manager but get poor service

This is specifically for Virgin Active Boulders in Midrand. Aerobics and Spinning classes were either cancelled or changed without consultation and this has been a huge inconvenience. We have tried reaching out to the current manager however the reasons he has provided don't make sense at all. Some members have stopped coming to the gym in the morning. The manager should be focusing in understanding the reasons around this instead of cancelling what keeps those who still go to the gym in the morning, going there still. Urgently look into this please because most of us are not happy about these changes. We enjoy Aerobics and Spinning classes and we need those classes back with the previous instructors.

Your prompt response Will be highly appreciated.

Regards
Mavreen

Firstly, let me start by saying that I am very disappointed and unhappy with the situation going on at Virgin Active Southgate. It has been 4 days now that the speaker system in studio one hasn't been working. This despite the studio hosting most of the afternoon peek time classes which attracts members who drive past other virgin active gyms closer to home just to make it here. I mean, how long does it take to fix a mere speaker system? Like really?! This isn't some up and coming gym company that charges members R200 per month for membership. This is Virgin Active and yes, we the members pay your rates in hope for the best service and therefore I feel that I as a member have been undermined. I am one to be vocal especially where PAID SERVICE is involved. This service I have paid for. My full premium paid in full yet I haven't been for this entire week getting my monies worth. So going back to the actual issue, the speaker sound comes out rather hallow. Almost sounding like we in some sort of a hole. One can barely hear the music let alone get pumped up enough to want to stay for a class in that environment. I have for the last couple of days been calling the gym daily for an update on the speaker situation to avoid wasting my time and fuel driving here to a problem which has not been attended to.

Like how hard is it to get the speaker system fixed or replaced if need be?! Like I know for a fact that had this been a virgin active in a white suburb, there is no way this issue could have persisted for this long. Can you just resolve the issue for your PAYING members?! This is unacceptable and very annoying to say the least.